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The independent professional membership body for customer service, driving business performance through service excellence

Now is the time for leaders to take stock of learnings from the COVID-19 crisis

As the lockdown continues, tensions will inevitably rise - and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.

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We exist to improve your business performance by improving your customer experience. By working with business, the public sector and the Government, we are positioning the UK as world leaders…

The role of The Institute in the transformation journey of Hampshire County Council

Watch the inspiring story of Hampshire County Council’s transformation journey and how the improvement in service performance brought positive impact on employee engagement and business performance.

How Qualifications Programme Management Service increased employee engagement at Hampshire County Council

“We’re at the highest customer satisfaction at 88% - and that’s above the aspiration that we set ourselves, which was at 80%” – Carolyn Williamson, Deputy Chief Executive, Hampshire County Council

Video: CEO Interview on deliver excellent customer service during these challenging times

Head 2 Head: Jo Causon explains to Craig Elvin at Executive Heads why Customer Service is at the beating heart of the UK economy, why Customer Service employees should receive greater recognition and how businesses can deliver excellent customer service during these challenging times.

Top tips for maintaining great service in challenging times

Due to the COVID-19 crisis, many traditional ways of working are no longer viable. A new normal is being established - and we are all grappling with the challenges and opportunities it presents. We reached out to our network of Vice Presidents - business leaders from across the UK in a range of sectors for their top tips on maintaining great service through these challenging times.