Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for the leader of this weekend's FT Magazine, the collapse in…
We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for the leader of this weekend's FT Magazine, the collapse in…
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it certainly indicates how serious service breaches will be taken, which…
Helen Luty, Head of Customer Experience at Landmark Information Group, tells us about the journey her team embarked on to gain the ServiceMark accreditation and the impact it has had…
As we approach the Easter break, I hope you get a chance for some time off to relax and recharge. Easter is traditionally a time to celebrate new beginnings and…
“Definitely attend as it is a great opportunity to network, hear from different sectors/industries and different people will take different things away from it.” Scott Duncan, Head of Client Services,…
“It is a great opportunity to meet like-minded individuals across a variety of sectors, gain insight and grab ideas for your own organisation.” Karma Harvey, Head of Customer Strategy and…
“The quality of the speakers was outstanding - a real privilege to hear them speak and benefit from their experiences. This is by far the highest quality event that I…
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month,…
April heralds a new financial year for many organisations, offering the chance to refocus and re-establish the purpose and direction of travel an organisation is set on. Let's use it…
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July UK Customer Satisfaction Index (UKCSI) recorded a small rise in…