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Calm leadership and focus needed in unprecedented coronavirus times

The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.

A time to stand back and reflect at a critical juncture for customer service

Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?

Why future service winners have to be innovators – Interview with Mark Gait, O2

Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The higher you climb, the further you have to fall. Mark Gait talks to Customer Focus about how the best way to fight…

Lloyds introduces highest overdraft rate to date

The new overdraft rate of up to 49.9% will affect customers with poor credit scores

How TrainingMark helped improve Pension Protection Fund’s customer experience and business performance

Watch Trevor Davis, Deputy Head of Operations, describe how Pension Protection Fund’s training programme, accredited by The Institute, has equipped their employees with the right knowledge and skills to encourage customer service excellence.

Santander customers faced with interest rate slash

The changes, which will be introduced in May, will also see cashback capped

Burger King grilled over new plant-based burger

The fast food outlet's Rebel Whopper burger isn't suitable for vegetarians or vegans

Video: Bobst on creating a customer-centric culture

Alan Letford, Head of Customer Care, shares his experience of using Business Benchmarking to identify key areas for improvement and embed a culture of excellent customer service at Bobst.