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A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a greater level of professionalism. During our interactive webinar, we explored the changing environment and the skills and behaviours required to deliver customer satisfaction and business success.

Shirley McNabney, Head of Academy, Standards & Quality, and Fiona Bazalgette, Professional Development Facilitator at The Institute, hosted this session. We also heard first-hand from Victoria Dunn, Customer Services Manager at Co-Ownership, around how the business is developing its people, recognising their customer service skills and establishing a culture of customer service professionalism.

If you missed our session, please watch the recording below:


The Institute of Customer Service

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