Relaxation of lockdown limitations must be met with responsibility
May 13, 2020Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that...
Top tips on how and why to conduct customer surveys during COVID-19
May 12, 2020During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction...
Transport for Greater Manchester: a collection of inspiring stories
May 7, 2020Transport for Greater Manchester have shared some examples of great and inspiring customer service against the odds. Here are some...
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...
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.