Coaching for Service Performance – (14th Jan 2026) Virtual Event

The Coaching for Service Performance certificate is a transformative learning experience designed to empower participants with effective coaching techniques tailored specifically for enhancing customer service environments. This program combines theoretical foundations with practical applications, making it ideal for individuals new to coaching or those seeking to refine their skills. Participants will dive into the essentials…

14 Jan

09:00 - 17:00

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Introduction to Vulnerable Customers (19 Jan 2026) Virtual Event

Our Introduction to Vulnerable Customers for online workshop will provide leaders and managers with customer service teams, and frontline staff, with an introduction to and understanding of vulnerability, and how to provide service to those identified as vulnerable Workshop format This interactive webinar includes group discussions and case study reviews, providing an opportunity to explore…

19 Jan

09:30 - 13:00

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UKCSI In-person Launch (20 Jan 2026)

Following the success of last year’s debut, we’re delighted to bring back our in-person UK Customer Satisfaction (UKCSI) launch hosted by first direct on 20 January 2026, 08:45 – 11:30 am. Since its first publication in 2008, the UKCSI has evolved into the definitive benchmark for customer satisfaction in the UK. Today, it’s used by…

20 Jan

08:45 - 11:30

first direct

Leeds, LS98 1FD

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Customer Journey Mapping (2 Feb 2026) Virtual Event

              In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future. With customer expectations changing, organisations are also facing cost reductions and need for efficiencies. It is an ideal…

02 Feb

09:30 - 13:00

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Managing Hybrid & Remote Teams (16 Feb 2026) Virtual Event

Remote and hybrid are becoming the established ways of working. How can you best manage teams so they feel connected, engaged and deliver positive outcomes which drive customer satisfaction, loyalty, and trust? Find out at our member only Building Engaged Hybrid & Remote Service Teams online workshop, facilitated by The Institute’s Academy experts. This session…

16 Feb

09:30 - 13:00

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Trust and Customer Experience (2 Mar 2026) Virtual Event

Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also explore trust as a key measure and driver of satisfaction. This interactive workshop is ideal…

02 Mar

09:30 - 13:00

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Annual Conference 2026 – Driving Growth Through Connection

Our Annual Conference is the UK’s largest platform for customer service thought leadership and best practice. It features top speakers from various industries and is ideal for business leaders and service professionals, from board members to managers. This year, our theme is ‘The Service Nation: Driving Growth Through Connection: as one of the four pillars…

10 Mar

09:00 - 17:00

London Hilton on Park Lane

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UK Customer Satisfaction Awards 2026

Be part of the celebration at the UK Customer Satisfaction Awards, where we recognise the organisations, teams, and individuals setting the standard for exceptional customer service. The Awards ceremony will be held on 10 March 2026 at the Hilton Park Lane, London, following The Institute’s Annual Conference. Programme: 19:00 – Pre-dinner drinks reception with cash bar 19:40…

10 Mar

19:00 - 23:55

London Hilton on Park Lane

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Building High Performing Teams – Recruitment & Retention (16 March 2026) Virtual Event

Our Building High Performing Teams half day workshop aims to provide delegates with insights and practical strategies for recruiting and retaining high-performing customer service professionals. Attendees will gain valuable knowledge to enhance their recruitment processes, build a strong team, and implement effective retention strategies to promote and sustain employee engagement, satisfaction, and long-term commitment. The…

16 Mar

09:30 - 13:00

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Foundations In Customer Service Management – (25th Mar 2026) Virtual Event

Elevate your team’s customer service with one of our most popular courses: a transformative two and a half day course designed to instill the mindset and skills of exceptional customer service professionals.   Join the community of service professionals by enhancing your skills in the core fundamentals of customer service. Through interactive group discussions, live…

25 Mar

09:00 - 16:00

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QPM Best Practice & Networking Forum (25 March 2026) Virtual Event

The Qualifications Programme Manager Networking Forum is a virtual members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute of Customer Service and dedicated to Qualifications Programme Managers looking to plan and gain best practice and insight into running an Institute…

25 Mar

10:00 - 12:00

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Assessor Quality Assurance and Skills Development Forum (25 Mar 2026) Virtual Event

The Assessor Forum is a members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute of Customer Service and is exclusive to Accredited Assessors and Assessors who are signed off to undertake single qualifications. The Assessor Code of Practice requires…

25 Mar

13:00 - 16:00

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