News

Capability & Skills: Identifying and nurturing customer service skills in your organisation

The landscape of customer feedback has changed dramatically over the last five years. New technologies have revolutionised the way we gather customer comment, making the process more immediate and insight m...

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Insight: Knowing your customer and how to deliver to them.

National Customer Service Week is a five-day celebration of customer service, running from 7-11 October 2019. Promoted by the Institute of Customer Service it will focus on a different theme each day, and we’ll be offering some thoughts...

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In previous articles, we have looked at why you need to and how to build an engaged and committed workforce. One of the key aspects of the engaged workforce is the opportunity to give voice to their opinions. This can be done informally in team meetings and huddles or, more formally, through a ‘Voic...

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Employee engagement is a crucial ingredient of great customer service and business success. In our last blog we considered three of the six actions highlighted by the Institute of Customer Service as essential to effective employee engagement: bringing vision and values to life in a way that can be...

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Employee engagement is an essential ingredient of great customer service and business success. However, 'engagement' does not mean a trendy office with a ping-pong table, a meditation pod and free fruit on the reception desk. These may be symptoms of a company that engages its employees but they are...

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