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...
Top tips for maintaining great service in challenging times
March 31, 2020Due to the COVID-19 crisis, many traditional ways of working are no longer viable. A new normal is being established...
Top tips to serve your vulnerable customers better
March 30, 2020Vulnerable customers can go unnoticed by organisations – if you’re not looking for the signs, you might easily miss them....
CEO Video: The importance of service in a time of crisis
March 30, 2020The Institute’s CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking...
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.