Tough short-term decisions must not be at the expense of long-term performance and productivity
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Unlocking service productivity to fuel economic recovery
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Engaging your workforce to rebuild our economy
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Lead and engage your team during the COVID 19 crisis
Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a service context, we’ve put together recommended practices and tips to help you lead and engage your team.
The right training is key to delivering brilliant service – and keeping furloughed staff engaged and ‘match-fit’
We will, eventually, move past this. And when we do, those businesses that have done the right thing by customers and employees - and been genuine and true to their purpose - will be in the strongest position to rebound.
The COVID-19 pandemic has proven just how vital our service nation is
Now is the time to harness our knowledge, capabilities and innovation, to engage with employees and customers to truly become a service nation that is recognised and admired across the world.
Looking after the health and safety of your employees who cannot work from home
Throughout the COVID-19 epidemic, some employees are required to attend their workplace or travel to perform their role. Often they are delivering essential services that are essential customers and society as a whole. We have drawn on a range of global sources and The Institute’s research to provide an overview and guidance to help keep your employees safe in a range of working environments.
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.
Remote working in a customer service context: top tips
For some employees, remote working or working from home is established practice. But for many employees in service organisations, it’s an unfamiliar experience and means quickly adjusting to new ways of communicating and collaborating with customers, colleagues, partners and suppliers. Whether your role involves dealing directly with customers or suppliers; designing customer experience; leading and managing teams, we’ve set out some essential tips which will help.
The rising cost of a poor people strategy
We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment issues are perhaps the biggest concern.