Thought Leadership

Transport for Greater Manchester have shared some examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.

Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a service context, we’ve put together recommended practices and tips to help you lead and engage your team.

The importance of customer service has been thrust into the forefront by this crisis. I think the results reflect that brands may have been benefiting from a period of tolerance from customers, but this may diminish as time goes on.

To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks – and provide a clear framework for what should be taken forward, and what should be discarded.

The UK has been living in lockdown for more than five weeks now. But what have the learnings been so far and what are we likely to carry forward into the future on a long-term basis?

In the last few weeks, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.

The current challenging situation brought about by the coronavirus means that organisations have to be innovative, creative and there may be time to multi-skill and develop people. Here are some top tips on how you can use our Qualifications.

As the lockdown continues, tensions will inevitably rise – and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.

Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.

We will, eventually, move past this. And when we do, those businesses that have done the right thing by customers and employees – and been genuine and true to their purpose – will be in the strongest position to rebound.

Organisations need to be consistent in their approach to how they communicate internally so that they can reach customer touch-points across the entire business. This will help ensure colleagues and front-line staff are best placed to continue to deliver services, as well as any changes to services, thereby maintaining a strong and positive relationship with customers.

Now is the time to harness our knowledge, capabilities and innovation, to engage with employees and customers to truly become a service nation that is recognised and admired across the world.