BBC Radio 4 You and Yours: Expert Comment by Jo Causon
Listen to Jo Causon on BBC Radio 4’s You and Yours, where she discussed the recent decline in customer service…
The Telegraph: ‘I called up Barclays for help, but the WFH agent was too busy with her dog’
The Institute of Customer Service’s UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers…
Why it’s time to snap out of crisis mode
It’s that time of the year again; the dusk is creeping in earlier, the leaves are changing palette, and we…
Response to Ofwat consultation: Service for all – Ofwat’s draft vulnerability guidance for water companies supporting customers who need extra help
Institute of Customer Service response to Ofwat’s consultation on its draft vulnerability guidance for water companies. Â
Response to the Regulator of Social Housing: Consultation on the consumer standards
Institute of Customer Service response to the Regulator of Social Housing’s consultation on consumer standards.Â
Webinar: Head to Head with Ailsa King (Marsh McLennan)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Engagement from the top down: Learnings from National Customer Service Week
I am really pleased to see the increased engagement this year with NCSW (we saw the highest levels of website…
Recording of Customer Service Skills now and for the Future – follow up session
A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a…
Reflecting on National Customer Service Week: the value of inspiring a service nation
As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses…
Recording of our Top Tips on Writing Winning Awards Entries
To round up a successful National Customer Service Week we have had a great session on Top Tips on writing…
Webinar: Head to Head with Dame Irene Hays (Hays Travel)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The Future of AI – Webinar with Simon Shaw, Director of Digital Care at Virgin Media O2
To mark the start of National Customer Service Week and in line with Monday’s topic, we held an interactive webinar…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
