Introduction to Effective Complaints Handling (22 April 2022)
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
APPG on Customer Service: Worker Abuse
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
Back to the 70s? We need to help people build resilience in uncertain times
Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities and businesses to the limit, stretched on for two years…
Price increases & polarisation: supporting customers through challenging times
It may feel like we have said this time and again over the past few years, but the UK (and, indeed, the world) is facing one of the most challenging…
This National Careers Week, let’s celebrate the service profession
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more so than the past two years. The pandemic served to…
Record UK customer satisfaction levels mask challenges that will increasingly come to the fore
On the face of it, our January 2022 UK Customer Satisfaction Index (UKCSI) results are great news. Customer satisfaction is up by 1.6 points compared to a year previously, at…
Harnessing customers’ interest in local solutions may be the future of service delivery
The lifting of all Covid restrictions this week will have sparked a sigh of relief for organisations across the country. Yet the escalating cost of living crisis and the incredibly…
Introduction to Effective Complaints Handling
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
Introduction to Customer Journey Mapping
In the current environment many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in…
Introduction to Effective Complaints Handling – Workshop
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…