How customer service can save the high street
For many, the banking crisis of 2007-8 hit home the hardest when high street stores began to disappear. A perfect storm of rising costs, the growth of online shopping and…
Service and crisis management in a changing climate
We are increasingly seeing the impact of climate change in the here and now. Putting aside the underwhelming British weather, this July was the hottest globally on record, and we…
Governance and the Role of the Customer – Webinar
On 1 August, we launched our Breakthrough Research on Governance and the Role of the Customer. Brian Weston, The Institute's Head of Research and Insight, shared an overview of the…
A year after the law change – Customer-facing workers still face abuse
It’s been just over a year since we successfully achieved a change in the law with our Service with Respect campaign to make the abuse of public-facing staff an aggravated offence. We…
Fastest fall in customer satisfaction since 2008 – a vicious circle?
It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer satisfaction since 2008 – and the worst score on the…
UKCSI – July 2023 Webinar Launch
Watch the UK Customer Service Index July 2023 webinar launch below. The Institute’s Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the latest results…
North Star Housing on Business Benchmarking, ServCheck and ServiceMark accreditation
Sara Herrington, Head of Customers, and Adam Clark, Executive Director of Customers discuss the benefits of organisational membership and the impact of Business Benchmarking, ServCheck and ServiceMark on their service…
Cosmos Tours on FirstImpressions
Terri Woollard, Head of Special Projects and Training, and Lydia Scofield, Customer Care Executive, share their thoughts on training and professional development. Lydia also explains how undertaking the Institute's FirstImpressions…
Connecting Customers with Digital: 28 Jul 23
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…
Let’s see some true service leadership
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to…