More to do for technology to truly enhance customer service
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
CMA consultation on The Retail Banking Market Investigation Order 2017
Institute of Customer Service response to Competition and Markets Authority consultation on The Retail Banking Market Investigation Order 2017
Customer service at the heart of learning
London South Bank University, like many in the higher education sector, faces challenges with students now being paying customers. So how do they live up to expectations and how do they deliver? How do they demonstrate a return on investment and how does membership of The Institute help?
Adapting to changing customer needs
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
5 opportunities for growth within the retail sector
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
Leaving a mark you can bank on
In the fiercely competitive banking industry, great customer service can be a key differentiator. And when you're one of the giants of the industry, it's quite simply expected. 15,000 Barclays colleagues have thousands of customer interactions every day. That's why it's so important that service standards are second to none.
Reaching for better customer service
Openreach has longstanding membership of the Institute through BT Group. Having entered “ and won “ an award in the National Customer Service Awards for ˜best application of technology' earlier in 2015, the company had begun to get more involved with Institute activities. And National Customer Service Week (NCSW) seemed like another great initiative to get behind.
FCA consultation on transparency in general insurance markets
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
It’s not just customer service; it’s M&S customer service
Marks & Spencer aims to be synonymous with the highest standards of customer service, 365 days a year. National Customer Service Week provides an opportunity to focus on what it takes to achieve that aim, and to recognise and reward those values in a way that shows a year-round return.