Service Leadership: Building Capability, Shaping Culture and Creating Impact Service leaders are operating in increasingly complex environments. Changing customer expectations, new technology, operational pressures and evolving ways of working all place greater demands on those leading service teams. So, how…
Practical Tools to Build Confidence, Trust and Customer Connection Customer expectations continue to rise. Customers want quick, personalised support, and many conversations begin when someone is already feeling frustrated, concerned or uncertain. So, how can we approach these conversations with…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated…
Sustaining performance under pressure Customer-facing roles can be rewarding, but they can also be challenging, particularly when dealing with difficult interactions and ongoing pressure. This practical workshop looks at how stress can build up over time and provides simple, practical…
Delivering exceptional service in high-pressure situations requires resilience, focus, and composure. This half-day workshop equips front line customer service professionals with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a daily workplace…
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 context of unacceptable hostility towards frontline staff. Jo also highlighted…
Delivering exceptional service in high-pressure situations requires resilience, focus, and composure. This half-day workshop equips front line customer service professionals with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a daily workplace…
Our CEO Jo Causon returned once more to the red sofa at BBC Breakfast, to discuss tour latest research and call to action for Service with Respect - The Institute's campaign to highlight and tackle the unacceptable abuse and hostility…
Our CEO Jo Causon joined BBC Radio 4's Today Programme to discuss our Service with Respect campaign to highlight and tackle abuse of customer-facing workers. Jo discussed our latest research, highlighting that the issue is pervasive and growing in UK…
In an article in The Guardian covering the rising levels of abuse and assault against telecoms engineers, The Institute of Customer Service's Service with Respect campaign was discussed. The article links to our open letter, signed by close to 100…