Listen to Jo Causon, The Institute's CEO, in conversation with Robert Nisbet, Director, Nations & Regions at Rail Delivery Group, discussing how the pandemic has shaped customers' needs, and how industry can respond and rise to the challenge of meeting…
It has now been four months since we launched our Service with Respect campaign in response to the worrying increase of hostility being faced by customer-facing staff throughout the Covid-19 pandemic. With now more than 100 organisations backing our campaign…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. South Western Railway (SWR) has submitted a collection of inspiring stories showcasing these examples…
For Wednesday's Recognition theme in National Customer Service Week, our CEO Jo Causon held a practical session with Fran Rea, Director of Customer Service & Service Delivery at NewDay; Kathryn OāBrien, Customer Experience Director at TransPennine Express; Stephen Shaw, Head…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Your Homes Newcastle(YHN) has submitted a collection of inspiring stories showcasing these examples of…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Aster has shared their inspiring story showcasing an example of service being delivered differently.…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Boots UK has submitted a collection of inspiring stories showcasing these examples of really…
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity will help you get the attention of senior executives and decision-makers in your organisation. But if you are successfully to…
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment. It can be tempting to see customer service as a cost centre - an opportunity to make savings which quickly…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Below are some inspiring stories submitted to us showcasing these examples of really going…