Response to the Regulator of Social Housing: Consultation on the consumer standards
Institute of Customer Service response to the Regulator of Social Housing’s consultation on consumer standards.Â
Engagement from the top down: Learnings from National Customer Service Week
I am really pleased to see the increased engagement this year with NCSW (we saw the highest levels of website traffic and social engagement to date) as business leaders and…
Academy Workshops
In today’s competitive business landscape, organisations and their teams are tasked with navigating a challenging external environment – from economic uncertainties right up to evolving customer expectations. Against this complex…
Recording of Customer Service Skills now and for the Future – follow up session
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…
UKCSI Open Webinar Recording
Our most recent Open UKCSI webinar, open to members and non-members alike, covered the same elements as our member-exclusive launch webinar last 11 July. We shared the highlights and analysis…
National Customer Service Week 2023 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week - your commitment to delivering outstanding customer service is truly inspiring, and it is…
The ROI of the service agenda is clear – and we need to keep getting the message across
Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return on investment of the customer service agenda. The study showed…
Top Tips on Writing Winning Awards Entries
Are you eager to be recognised for your outstanding customer satisfaction efforts at the Institute's UK Customer Satisfaction Awards? Join us for an insightful webinar that will equip you…
Breakthrough Research Launch: The Customer Service Dividend Revisited
On 20 September, we revisited our Breakthrough Research : The Customer Service Dividend Revisited. Brian Weston, The Institute’s Head of Research and Insight, and CEO Jo Causon shared an overview of the recent research results. During this launch, we examined the relationship between customer satisfaction and business performance over the last 5 years. We also…
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How the travel industry can turn chaos into opportunity
This past week we saw an all-too familiar story in the UK headlines – a weekend of disruption, confusion, and ‘chaos’ for holidaymakers and travellers alike due to an air…