ICS Blog

Our UKCSI research confirms that, when there’s a service failure, the British don’t appear to like dealing with staff outside of the UK and get really annoyed at having to explain themselves several times over, especially as they get older.

Former Institute chairman Ted Johns reviews the Best Practice Guide for Customer Service Managers, a how–to guide for customer service managers.

Asking how customers heard about you will lose you conversions and the data you gather is probably inaccurate. In this post David Hamill explains why you should avoid asking people how they heard about you on your web forms.

James Tanner summarises how to implement self–service and how it can reduce contact handling staff costs by up to 50%. It can also improve customer satisfaction and loyalty.

Social media and open source software offer a glimpse of a world where consumers create and share knowledge to provide customer service.