Introduction to Effective Complaints Handling (16 Mar)
None of us want 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…
Handling challenging interactions with confidence (18 Mar)
Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number…
Introduction to Vulnerable Customers for Managers (18 Mar)
This is an online training session to give team leaders and managers a sound introduction to, and understanding of, vulnerability and how to support vulnerable customers through your team’s service…
As we navigate the fallout from Brexit; excellent service has never been more crucial
By Jo Causon, CEO, The Institute of Customer Service As the Covid-19 pandemic rages on, the focus for many businesses and their leaders has – quite rightly – remained on…
Taking the robot out of the human – Interview with Capita
Extract from Customer Focus Magazine: Issue 31 (Jan 2021) Twenty-five thousand agents; multiple sites; every industry covered, dealing with every customer interaction imaginable. This is Capita – the UK’s largest…
As customer satisfaction continues to decline, we must make service a boardroom priority
There is no doubt we are navigating one of the most challenging periods in our living history. The events of the past year have shaken and changed the customer experience…
Handling challenging interactions with confidence (12 Feb) – Inhouse
Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number…
Effective complaints handling – turning complaints into customer insight (17 Feb)
None of us want 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…
UKCSI January 2021 Webinar Launch
Watch the webinar launch of the UKCSI January 2021 below. The Institute's Head of Research and Insight Brian Weston and CEO Jo Causon take us through why customer satisfaction is…
UKCSI Utilities Sector – Jan 2021
The Utilities sector has a UKCSI score of 72.7 (out of 100), 0.4 points higher than in January 2020 but 4.1 points below the UK all-sector average This is the sector’s highest score since the January 2019 UKCSI (73.8) although it is 2.4 points below the sector’s July 2017 highpoint. Utilities is the 12th highest rated of the 13 UKCSI sectors, ahead of Transport (69.9). ? Download the full report