How do you make sure customer service helps your business?
With UK Customer Satisfaction at it's lowest point since 2011 what can you do to make sure customer service helps your business to succeed?
What is Customer Service?
Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer satisfaction.
World-class Service (2010)
Explores the meaning of the term 'world-class service' (WCS), models to promote WCS within organisations and how to measure and maintain a WCS.
NCSW 2026 Round-up
A huge thank you to everyone who took part in National Customer Service Week 2026 and shared their activities, celebrations and customer service stories with us. It was fantastic to…
Cabot Financial on the power of insight, networking and benchmarking through membership
Catalina Zaharia, Operations Risk & Assurance Manager at Cabot Financial explains how the business leveraged its Institute membership to strengthen colleague support, implement a policy for handling abusive customer behaviour…
Frontline workers deserve better protection from abuse, hostility and crime
Regular readers - many of whom are supporters of our Service with Respect campaign - will know that we have been making the case for a long time for action…
An all-encompassing issue – tackling the abuse of public facing workers
The reports of widespread violence against NHS staff released over the weekend, which many of you will have seen, were abhorrent. These are the individuals who care for us when…
Listen: Jo Causon on BBC Radio Kent discussing traffic warden abuse
In her recent BBC Radio Kent interview, our CEO, Jo Causon discussed the rising problem of abuse directed at parking wardens and other public-facing workers, placing it within the broader…
NCSW 2025 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week - your commitment to delivering outstanding customer service is truly inspiring, and it is…
BBC Radio 5 Wake up to Money: Jo Causon discusses abuse of customer-facing workers
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed The Institute's Service with Respect campaign…