The Institute's UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI's top performing businesses. Chris Pitt on first direct's current ranking:…
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality of their customer service both internally and externally. Terri Wollard, Head of Special Projects and Training at Cosmos and Avalon…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Dr Charles, Medical Professional. Listen to Jo and Matthew discuss flexible working, finding the…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop,…
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated the UK’s best-in-class for customer service. Last night marked the 14th instalment of the awards, held annually, which recognise the…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Dr Charles, Medical Professional. Listen to Jo and Dr Charles discuss leadership, customer service…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Mike Gauterin, Customer Services and Technology Director of United Utilities. Listen to Jo and…