When it comes to Consumer Duty, value is the key
We are just three weeks into the start of Consumer Duty, the Financial Conduct Authority’s (FCA) new powers to set…
Webinar: Head to Head with Liz Fairburn (Department for Work and Pensions)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
How customer service can save the high street
For many, the banking crisis of 2007-8 hit home the hardest when high street stores began to disappear. A perfect…
Webinar: Head to Head with Phil McGilvray (TDX Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Service and crisis management in a changing climate
We are increasingly seeing the impact of climate change in the here and now. Putting aside the underwhelming British weather,…
Organisations need to get back on top of the customer service agenda
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned…
Webinar: Head to Head with Chris Wright (Nottingham Trams)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
A year after the law change – Customer-facing workers still face abuse
It’s been just over a year since we successfully achieved a change in the law with our Service with Respect campaign to…
Fastest fall in customer satisfaction since 2008 – a vicious circle?
It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer…
Understanding the value you provide customers
At the moment, businesses seem to be in the news for all the wrong reasons. Retail banks are just the…
Webinar: Head to Head with Francesca Rea (New Day)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Response to Ofwat’s consultation on ‘Putting water customers first’
Institute of Customer Service response to Ofwat’s consultation on ‘Putting water customers first’. Â
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.
