To mark the start of National Customer Service Week 2024 and in line with Monday’s topic, we held an interactive webinar where we discussed how our Academy can help enhance the service skills, confidence, and capabilities of teams at all…
What is it: in a customer service context, root cause analysis is a process for identifying the main causes of service issues or complaints and proactively remedying these to improve the customer experience. Why it matters: reducing the number of…
As part of National Customer Service Week, Sue Glynn, our Director of Academy, Standards & Quality and Alistair Lockhart-Smith, our FirstImpressions trainer, discuss how to introduce a consistent culture of service across your organisation based on a shared understanding of…
Watch this video where accredited tutor, Fiona Bazalgette, takes you through the course structure and highlights how she helps her students improve their skills, competences and effectiveness through the course ? Our qualifications are exclusively available to organisational members…