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One Unilever: using membership to implement customer service standards, a...
When Unilever introduced the One Unilever programme, it used its Institute membership to implement a set of customer service standards, a learning framework and a method to benchmark their service....
View ArticleFirst TransPennine Express: using membership to raise bottom line performance
First TransPennine Express explain how their Institute membership helps them meet corporate targets, use customer feedback to influence major long-term decisions and achieve high staff retention rates.
View ArticleScottish Water proves customer focus reduces cost
Scottish Water is a publicly owned company answerable to the Scottish Parliament and monitored by environmental, quality and economic regulators. Customer service delivery director Peter Farrer...
View ArticleBSkyB - Driven by customer service excellence
TrainingMark, the Institute of Customer Service’s independent training programme accreditation, results in high ROI for BSkyB.
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