Bringing complaints into focus with a series of masterclasses
November 24, 2014The UK Customer Satisfaction Index (UKCSI) shows that customer satisfaction has fallen nationally for the second consecutive year, from 77.9...
Creating a sustainable future: The relationship economy
August 29, 2014Customer expectations are certainly continuing to rise and their needs are evolving more rapidly, with convenience, ease of doing business...
How do you make sure customer service helps your business?
August 22, 2014With UK Customer Satisfaction at it’s lowest point since 2011 what can you do to make sure customer service helps...
What is Customer Service?
July 29, 2014Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer...
How to implement efficient complaint handling?
April 14, 2014Institute of Customer Service response to the Public Administration Select Committee ‘More complaints please!’ report
Budget 2014: Focus on customer service is central to business competitiveness and growth
March 21, 2014The Chancellor George Osborne delivered his Budget Statement to Parliament this week and announced a number of measures to boost...
Legislation and customer service
February 19, 2014Legislation can help protect customers, but excellent customer service requires sustained focus from organisations
The 2014 Annual Conference from the Institute of Customer Service
January 16, 2014The Institute of Customer Service Annual Conference has become a key fixture for all those wishing to gain insight and...
Giving evidence on complaint handling: Public Administration Select Committee
January 8, 2014A review and summary of evidence given by CEO Jo Causon as a member of the expert witness panel investigating...
Meeting the cost of social care: the role of customer service standards in promoting quality and value for money
January 8, 2014Much of the debate following the budget has focused on whether the government has struck the right balance between stimulating...
Are you being engaged? (2014)
January 8, 2014Employee engagement and its influence on customer satisfaction and buying behaviour
Events
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.