Thought Leadership

As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.

We have been inviting our network to share examples of great and inspiring customer service against the odds.

Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that where the board takes responsibility for customer experience, employee engagement increases and levels of customer satisfaction rise. Ultimately in the longer-term higher levels of performance emerge.

During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction survey is probably not the priority for most customers at this time. By pressing ahead with a survey, organisations worry about appearing to be insensitive or out of touch. Or, if organisations have been unable to maintain accustomed service levels as a consequence of COVID-19, there is a concern that customer feedback only reflects the current context rather than the organisation’s broader service performance. However, as it becomes increasingly clear that measures to combat COVID-19 are likely to evolve but will be with us for some time, organisations need to recalibrate how they will gather and act on customer feedback.

Transport for Greater Manchester have shared some examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.

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.

To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks – and provide a clear framework for what should be taken forward, and what should be discarded.

The importance of customer service has been thrust into the forefront by this crisis. I think the results reflect that brands may have been benefiting from a period of tolerance from customers, but this may diminish as time goes on.

In the last few weeks, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.

The UK has been living in lockdown for more than five weeks now. But what have the learnings been so far and what are we likely to carry forward into the future on a long-term basis?

The current challenging situation brought about by the coronavirus means that organisations have to be innovative, creative and there may be time to multi-skill and develop people. Here are some top tips on how you can use our Qualifications.

As the lockdown continues, tensions will inevitably rise – and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.