Practical advice for customer service and debt management during COVID-19
Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.
The right training is key to delivering brilliant service – and keeping furloughed staff engaged and ‘match-fit’
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.
Keeping the customer relationship going and increasing lifetime value
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.
The COVID-19 pandemic has proven just how vital our service nation is
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.
How Institute membership can help your organisation during COVID-19
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.
Leadership comes to the fore in difficult times – Jo Causon & Dr Liz Jackson
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.
Innovative thinking necessary to navigate the COVID-19 crisis
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.
Video: CEO Interview on deliver excellent customer service during these challenging times
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.
Offers of support from our membership network
Our network of members and stakeholders are here to help other members through this crisis in a range of ways
Looking after the health and safety of your employees who cannot work from home
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.