The Institute of Customer Service's UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers when service staff are working from home.
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses celebrated their teams, teams celebrated their service heroes, and one message rang loud and clear throughout it all: the value…
Jo Causon, the Institute's CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in customer service, and what business can learn from who is doing it right.
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent guest was Francesca Rea, Director of Customer Service & Service Delivery at NewDay. Listen to Jo…
SOLD OUT. 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…
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,…
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,…
Listen to the Institute's CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer service excellence on BBC Radio Wales:
Last weekās grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for the nation will have business leaders - and their people - feeling uneasy. In times of economic downturn, it is…