The Institute of Customer Service @instituteofcs
The UK's independent professional customer service body. Improving business performance through customer experience. Publish the UKCSI. #ServicewithRespect instituteofcustomerservice.com Head Office - London Joined January 2009-
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Don't forget to sign up for our upcoming Breakthrough Research Launch Webinar to find out more about the skills, behaviours and knowledge that are critical for leaders of organisations delivering customer service. 📆 29 May, 08:30-10:00 Register here 👇 bit.ly/3Ud7xxG
Register for our Head to Head interview to hear from our CEO, Jo Causon & & Gillian Chamberlain, MD @CapitaPlc Ireland. Gillian is passionate about driving ambitious growth & creating teams recognised for brilliant, transformative customer engagements 👇 iofcs.com/3QpMTYV
Jo Causon discusses the importance of putting the customer at the heart of technological innovation and explains how by prioritising customer needs & aligning technology accordingly, businesses can foster loyalty & growth. Read Financial Times article👇 iofcs.com/3Qf1KoU
Well done to @knightfrank on winning our 'Best Customer Satisfaction Strategy' award, which highlights their commitment to developing & implementing innovative strategies to enhance customer satisfaction. Check out the link below showcasing all winners👇 bit.ly/3Ub7mmL
🛠️ Discover how to use key measures and insight to improve your customer service and business performance at our Customer Metrics workshop. 📗 Customer Metrics - online workshop 👥 Members only 📅 7 Jun, 9:30 - 13.00 Book now 👇 bit.ly/3U5OGVg #customerexperience
Businesses seem to be constantly facing challenges that test their resilience and adaptability. Ultimately, leaders who prioritise effective communication & active listening will be the ones driving performance & enhancing #cx. Find out more 👇 iofcs.com/3WbjJjR
Don't miss our next Head to head interview with Group CEO of @Moneypenny Joanna Swash. Joanna started her career at NatWest, where she learnt about the importance of customer service & developed her sales skills. 📆 2 May, 12:30-13:00 Register below👇 bit.ly/43PE7Jd
At our new online workshop, you will learn to enhance your recruitment processes, build a strong team, and implement effective retention strategies. 📅 21 May, 2024 ⏰ 9:30 - 13:00 👥 Members only Register here 👇 bit.ly/3PPfhn0
Jo Causon will be judging at @RetailBulletin People in Retail Awards taking place on 26 Sept 24. As a leading voice in the customer service industry, Jo will be bringing unparalleled expertise and insights to the judging panel. Submit your entries below👇 iofcs.com/4dm1LBF
🛠️ Have you booked your place for our upcoming Customer Metrics workshop? Register to learn more about measuring customer satisfaction, optimising the usefulness of the collected data & selecting data sources. 👥 Members only 📅 7 Jun, 9:30 - 13.00 👇 bit.ly/3TSedQJ
Congratulations to @VirginAtlantic & @Kantar for winning our 'Best use of Customer Insight' award, a category highlighting companies that leveraged customer insights to enhance products, services, and overall customer satisfaction. Hear from all winners👇 iofcs.com/49TwGlU
Register below for our upcoming Head to Head interview. Our CEO, Jo Causon, will talk to Joanna Swash, Group CEO @Moneypenny about the leadership techniques that have earned her position as Group CEO of one of the leading answering service companies👇 iofcs.com/44h0eZi
Register for our member-exclusive Breakthrough Research launch webinar on The Future of Service Leadership to find out how to drive service and business performance and inform the way organisations recruit and develop leaders. Book your place here 👇 bit.ly/3vFG9PI
Join our upcoming online workshop, 'Building High Performing Teams', to learn the key skills & qualities of successful customer service professionals now & for the future. 📅 21 May, 2024 ⏰ 9:30 - 13:00 👥 Members only Book your place below 👇 bit.ly/49pcVCb
Integration of technology into service requires a balanced approach that considers the capabilities of technology & human empathy. Businesses prioritising training & multi-channel solutions will be the ones to ensure success in a tech-driven landscape 👇 iofcs.com/3WfU9dA
Last month, our #UKCSA24 brought together the nation's leading organisations to celebrate service excellence. The winner of our 'Best Application of Technology' category was @OctopusEnergy - find out how gaining this award can benefit your company 👇 bit.ly/4at4N50
Our series of interactive workshops provide succinct and personalised learning experiences focused on tangible outcomes. ✅ Apply skills through real-life situations ✅ Gain insight from like-minded professionals ✅ Learn from best practice Book here 👇 bit.ly/4cK3eBf
Register to hear from our CEO, Jo Causon & Joanna Swash, Group CEO of @Moneypenny. Jo & our guest speaker will discuss her role in overseeing the company’s entry into the US market amongst other key topics. 📅 2 May, 2024 ⏰ 12:30 - 13:00 Sign up here 👇 bit.ly/3vSsAfB
What are the key skills, behaviours and knowledge required for leaders of organisations that deliver customer service? Join us for the launch webinar of our latest Breakthrough Research on The Future of Service Leadership to find out. Register here 👇 bit.ly/3JgGBqQ
Join our newest half day workshop, which will provide you with insights and practical strategies for recruiting and retaining high-performing customer service professionals. 📅 21 May, 2024 ⏰ 9:30 - 13:00 👥 Members only Sign up here 👇 bit.ly/4alLoCV
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A massive congratulations to @Ocado who were awarded ‘Best in UK’ at the UK Customer Satisfaction Awards, for topping the polls in our latest UKCSI #UKCSA24 #customerservice #cx
I get why @ITVS Mr Bates vs Post Office caught the imagination. But I went back to watch the @BBCPanorama doc on the scandal from *2 years ago*. It has the same case studies telling their tales in heartbreaking testimony. It’s brilliant. Watch docs guys! bbc.co.uk/iplayer/episod…
We’re delighted to announce that we’re finalists in the category ‘Best Customer Service Partnership’ in the UK Customer Satisfaction Awards 2024🌟 @instituteofcs #awards #finalist #shortlisted #customer #customerexperience #ukcsawards2024
🖥️Out now - Government response to our #digitalexclusion report 📢We’ve written back calling for a new strategy and more political commitment to #FixTheDigitalDivide 👉Find out more: committees.parliament.uk/committee/170/…
We had an amazing week for #NCSW2023 @EQUANS_UK with @instituteofcs. The team had various activities following the theme of each day. This is my favourite week of the year, celebrating feedback from our customers and colleagues and even managed a donation to @macmillancancer.
This week Jo Causon, CEO of @instituteofcs, joins the #CXPulse podcast to discuss the correlation between customer satisfaction, profitability, and productivity. Get the full episode >> okt.to/my7at8
This week Jo Causon, CEO of @instituteofcs, joins the #CXPulse podcast to discuss the correlation between customer satisfaction, profitability, and productivity. Get the full episode >> okt.to/HS127y
If you have an interest in either halting discrimination in #CustomerService or improving access to #Democracy then this solution will be of interest. @instituteofcs @scotgov @GOVUK @BusinessScotMag @DisPolCentre @govdotie @RiDC_UK #AllWelcoMeNow. youtu.be/mqIiwB6tp8g?si…
This week Jo Causon, CEO of @instituteofcs, joins the #CXPulse podcast to discuss the correlation between customer satisfaction, profitability, and productivity. Get the full episode >> okt.to/EJKZRa
We had great fun with our selfie frame for National Customer Service Week 2023 😀 Our frame proved a huge talking point and sparked some fantastic conversations about what customer service means to our teams and why they love working in the profession. #NCSW2023 @instituteofcs
Rachel Stageman, our special projects head of customer services has worked in #CustomerService here entire career and is extreamly passionate about what determines first class service 💭 #NCSW #NCSW2023 #CSAsAProfession @instituteofcs
🏡📍 CromwellCourt #NCSW2023 #NCSW #ServiceWithRespect #ValuingPeople @instituteofcs
All service workers deserve our support & respect, which starts with creating a safe working environment free from physical/verbal abuse. Show your commitment by displaying the logo on your social media, website & emails. Free resources available here👇 hubs.ly/Q023-hX40
Day 2 of #NCSW2023 and Tuesday is Service with Respect Day. Join @instituteofcs in supporting their vital campaign and legislation to protect all customer-facing workers from hostility and abuse. Be the difference and #Bekind - smile first to make the world a happier place😄🌎
All service workers deserve our support & respect, which starts with creating a safe working environment free from physical/verbal abuse. Show your commitment by displaying the logo on your social media, website & emails. Free resources available here👇 hubs.ly/Q023-hX40
🔒🌟 Happy National Customer Service Week from all of us at Codelocks UK! 🌟🔒 Every week, our customer service heroes handle an average of 2,000+ interactions, ensuring you get the best possible experience. @instituteofcs #NCSW2023 #cx #CustomerService #TeamCodelocks
A big ‘thank you’ to our friends @EQUANS_UK for stopping by with a cake to mark #nationalcustomerserviceweek Claire Davies dropped off the cake with Mark Brewis & Jonathan Reeder-Scott after another successful year working together on fire safety door installation #NCSW2023
Today marks #ServiceWithRespect Day as part of @instituteofcs week. Our branch teams are wearing the Service with Respect pins this week, as we recognise the brilliant service they deliver to our members. For more: bit.ly/3Puohgo #NCSW2023
We support the @instituteofcs #ServiceWithRespect campaign which aims to create a safe working environment for all customer-facing workers. It’s important that everyone is treated with kindness and respect while they work. 💚 #NCSW2023 #Working4Water
To kick off #NationalCustomerServiceWeek, we reflect on our role as a @CCScheme Partner which gives us a framework to recognise our effect on our Customers: road users, residents, communities, businesses and stakeholders. #NCSW23 #NationalCustomerServiceWeek @instituteofcs
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