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Now is the time for leaders to take stock of learnings from the COVID-19 crisis
April 28, 2020As the lockdown continues, tensions will inevitably rise – and a shift in the public mood does seem likely. Businesses...
Practical advice for customer service and debt management during COVID-19
April 24, 2020Debt management is stressful: we have set out some essential practical points to consider to help you and your customers...
Keeping the customer relationship going and increasing lifetime value
April 21, 2020Organisations need to be consistent in their approach to how they communicate internally so that they can reach customer touch-points...
The right training is key to delivering brilliant service – and keeping furloughed staff engaged and ‘match-fit’
April 21, 2020We will, eventually, move past this. And when we do, those businesses that have done the right thing by customers...
The COVID-19 pandemic has proven just how vital our service nation is
April 15, 2020Now is the time to harness our knowledge, capabilities and innovation, to engage with employees and customers to truly become...
Leadership comes to the fore in difficult times – Jo Causon & Dr Liz Jackson
April 9, 2020How can you make the right decisions for your business in the face of uncertainty? What will that mean for...
How Institute membership can help your organisation during COVID-19
April 9, 2020Your membership of The Institute of Customer Service is a valuable resource that can help you deal with current challenges...
Innovative thinking necessary to navigate the COVID-19 crisis
April 8, 2020Organisations across all sectors will have huge sections of their workforce whose services – temporarily at least – they don’t...
Video: CEO Interview on deliver excellent customer service during these challenging times
April 7, 2020Head 2 Head: Jo Causon explains to Craig Elvin at Executive Heads why Customer Service is at the beating heart...
Looking after the health and safety of your employees who cannot work from home
April 6, 2020Throughout the COVID-19 epidemic, some employees are required to attend their workplace or travel to perform their role. Often they...
Offers of support from our membership network
April 6, 2020Our network of members and stakeholders are here to help other members through this crisis in a range of ways
Remote working in a customer service context: top tips
March 31, 2020For some employees, remote working or working from home is established practice. But for many employees in service organisations, it’s...
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Managing difficult conversations as the COVID-19 lockdown evolves
Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose
Inspirational stories: delivering service differently during COVID-19
Relaxation of lockdown limitations must be met with responsibility
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