Embedding the learnings of National Customer Service Week all year round
Just a few weeks ago at the beginning of October, organisations across the UK got involved in National Customer Service Week. Once again, it proved a huge success with high levels of engagement from businesses around the country.
British Airways invest in staff training
Multi-million pound investment will see staff reaching out to customers on the terminal floor
We have to get AI right from the outset, otherwise we’re building trouble for the future
From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make decisions, technology is reshaping our world and the way that businesses operate.
Telcos need to upgrade their customer service connection
Last month, I discussed the results of our latest UKCSI and expressed my concerns over evidence that a dip in customer satisfaction levels is beginning to take hold. One of the sectors that performed least strongly was Telecommunications & Media.
Morrisons launches ‘Customers First’ initiative
Staff encouraged to adopt ‘drop the box’ policy
Businesses must resist short-term defensiveness in uncertain times
The Institute’s twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
Organisations, and service, must not stand still through Brexit uncertainty
It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the end of 2020.
Using your moral compass to set company direction
Customer satisfaction and transparency are what make a company a genuine ‘going concern’, but to build trust we would benefit from an additional, wider, definition of ‘going concern’ that is not confined to financials alone.
The data challenge
With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create more personalised offerings. How does this sit with the new regulation known as GDPR?
Gaining and maintaining trust is all about the right behaviours
The Institute’s latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others’ mistakes and what should they be doing?
Response to Financial Reporting Council consultation on proposed revisions to the UK Corporate Governance Code
Institute of Customer Service response to the Financial Reporting Council’s proposed revisions to the UK Corporate Governance Code.
A sticking plaster doesn’t fix a broken leg
Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It’s a little bit like trying to use a sticking plaster to fix a broken leg.
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.
