In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Aster has shared their inspiring story showcasing an example of service being delivered differently…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Boots UK has submitted a collection of inspiring stories showcasing these examples of really…
By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a huge blow to our economy, not least our service sector. The impact of mass closures and rising unemployment levels have…
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity will help you get the attention of senior executives and decision-makers in your organisation. But if you are successfully to…
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment. It can be tempting to see customer service as a cost centre - an opportunity to make savings which quickly…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Below are some inspiring stories submitted to us showcasing these examples of really going…
The Covid-19 crisis has tested organisations’ agility, flexibility and innovation as never before: some organisations have planned and adapted better than others. In the evolving “new normal” business environment these attributes will be crucial in determining whether organisations succeed, or…
As the COVID-19 crisis evolves, organisations need to be agile and responsive to the changing environment, act quickly and communicate clearly with employees and customers. Many organisations have had to change the way they deliver service to customers, or offer reduced levels of service.
The company decided to compensate customers after acknowledging a previous mistake
The new overdraft rate of up to 49.9% will affect customers with poor credit scores