Thought Leadership

Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.

Organisations need to be consistent in their approach to how they communicate internally so that they can reach customer touch-points across the entire business. This will help ensure colleagues and front-line staff are best placed to continue to deliver services, as well as any changes to services, thereby maintaining a strong and positive relationship with customers.

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.

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.

Your membership of The Institute of Customer Service is a valuable resource that can help you deal with current challenges and prepare for the future. We’ve set out some of the practical ways your Institute membership can offer immediate and practical help.

How can you make the right decisions for your business in the face of uncertainty? What will that mean for your staff, customers and company reputation? In this insightful audio interview, Dr Liz Jackson MBE, Marketing Director at BCMS, talks to Jo Causon, CEO of the Institute of Customer Service, about the many challenges business leaders are facing in the current situation.

Organisations across all sectors will have huge sections of their workforce whose services – temporarily at least – they don’t require and can’t sustain. How they handle this dilemma will shape how they’re viewed by employees and customers long into the future.

Head 2 Head: Jo Causon explains to Craig Elvin at Executive Heads why Customer Service is at the beating heart of the UK economy, why Customer Service employees should receive greater recognition and how businesses can deliver excellent customer service during these challenging times.

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.

Our network of members and stakeholders are here to help other members through this crisis in a range of ways

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.

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.