Response to Ofwat consultation: Service for all – Ofwat’s draft vulnerability guidance for water companies supporting customers who need extra help
Institute of Customer Service response to Ofwat’s consultation on its draft vulnerability guidance for water companies. Â
Response to the Regulator of Social Housing: Consultation on the consumer standards
Institute of Customer Service response to the Regulator of Social Housing’s consultation on consumer standards.Â
Webinar: Head to Head with Ailsa King (Marsh McLennan)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Engagement from the top down: Learnings from National Customer Service Week
I am really pleased to see the increased engagement this year with NCSW (we saw the highest levels of website…
Recording of Customer Service Skills now and for the Future – follow up session
A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a…
Reflecting on National Customer Service Week: the value of inspiring a service nation
As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses…
Recording of our Top Tips on Writing Winning Awards Entries
To round up a successful National Customer Service Week we have had a great session on Top Tips on writing…
Webinar: Head to Head with Dame Irene Hays (Hays Travel)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
The Future of AI – Webinar with Simon Shaw, Director of Digital Care at Virgin Media O2
To mark the start of National Customer Service Week and in line with Monday’s topic, we held an interactive webinar…
Tackling the growing sense of lawlessness and the risk to frontline workers
We are, as we all know, living in challenging times with what feels like a significant rise in anti-social behaviour…
The Economist: Customer service is getting worse – and so are customers
Jo Causon, the Institute’s CEO, discusses the importance of finding the right balance between AI and human interactions when dealing…
The ROI of the service agenda is clear – and we need to keep getting the message across
Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return…
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.
