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“We have seen a real positive increase in engagement for our People First training since it has been TrainingMark accredited by the Institute of Customer Service, we have found employees are far more likely to complete the learning knowing they get an accreditation at the end.”

BT Enterprise is a longstanding member of The Institute – since 1998. The business has been participating in NCSW for a number of years. But for NCSW 2019, they decided to really up their activity and also take advantage of their new internal social media platform Workplace to maximise engagement.

The Institute of Customer Service has running National Customer Service Week (NCSW) for many years now. For countless organisations across the UK, it has become a great focal point to celebrate excellent service and give recognition to their hardworking teams.


Watch Trevor Davis, Deputy Head of Operations, describe how Pension Protection Fund’s training programme, accredited by The Institute, has equipped their employees with the right knowledge and skills to encourage customer service excellence.


Carla Thomas, General Manager, Service Performance and Improvement, at Openreach explains why TrainingMark has delivered business impact for her organisation.


The customer-led agenda at Barclays, ‘Community Banking’ encompasses both branch colleagues and those in contact centre(s).Putting the customer at the heart of interactions is central to the bank’s way of working. As Sarah McNab, Senior Colleague Transformation Manager at Barclays, explains: “There’s a real focus in Barclays on achieving truly customer-led conversations. Everything we do should be about ensuring the right outcome every time.”


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