Recognising their service to our nation
By Jo Causon, CEO, The Institute of Customer Service It is now ten weeks since we launched our Service with Respect campaign in response to the worrying rise in instances…
Service Central to economic recovery – Interview with Alison Jones, Groupe PSA
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) Itās the fourth week of lockdown, and the economic impact of the coronavirus is starting to be calculated. The Office For…
National Customer Service Week
National Customer Service Week (NCSW) is a great opportunity to celebrate the vital role customer service plays in our businesses and communities. Taking place annually in the first week of…
Inspiring a Service Nation
Our Research shows that a sustained improvement in customer satisfaction will provide a Ā£33bn per year productivity boost to the UK economy. To achieve this and make the UK a…
Practical advice for customer service and debt management during COVID-19
Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.
We have to get back to the top of our game in driving the service agenda
We're already nearly a month into 2019, but it feels like a New Year has not brought much that's new -only an intensification of a number of challenges!
Cabinet Office Consultation on a new Public Service Ombudsman
Institute of Customer Service response to the Cabinet Office Consultation 'A Public Service Ombudsman'
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.