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Lead and engage your team during the COVID 19 crisis
May 6, 2020Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a...
What businesses learn from the COVID-19 crisis will shape their future
May 5, 2020To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the...
British public prioritise the needs of others in customer service
May 5, 2020The importance of customer service has been thrust into the forefront by this crisis. I think the results reflect that...
Lockdown learnings: what’s emerged so far, and what does it mean for the future?
April 30, 2020The UK has been living in lockdown for more than five weeks now. But what have the learnings been so...
Inspirational stories: going above and beyond during crisis
April 30, 2020In the last few weeks, we have been inviting our members and wider network to share examples of great and...
Top tips for using The Institute’s Qualifications
April 29, 2020The current challenging situation brought about by the coronavirus means that organisations have to be innovative, creative and there may...
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...
Blog, tips, research and updates…
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