Organisations across all sectors will have huge sections of their workforce whose services - temporarily at least – they don’t require and can’t sustain. How they handle this dilemma will shape how they’re viewed by employees and customers long into the future.
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
Here are our predictions of key trends for 2020 from a service perspective.
Sometimes it's really important to step out of your normal circle of activities and see things from a new perspective.
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!
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
Customer satisfaction and transparency are what make a company a genuine 'going concern', but to build trust we would benefit from an additional, wider, definition of 'going concern' that is not confined to financials alone.
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.