| Latest CRM News |
| Research Reports |
| Products & Services |
| Business Deals |
| Corporate Orders |
| Corporate Performance |
| HR Watch |
| Submit your Story |
 by Document Type |
| Academic Papers |
| Articles |
| Case Studies |
| Presentations |
| White Papers |
| Research Reports |
| by Industry |
| Finance |
| Retail |
| Telco |
| Government |
| Healthcare |
| Utilities |
| Submit your Document |
| Editorial |
| Highlights |
| Experts Corner |
| Experts Panel |
| Ask the Experts |
| Books |
| Free Membership |
| Corporate Membership |
| CRM Software & Systems |
| Professional Services & Consultants |
| Analyst Groups & Research Services |
| Resources & Associations |
| Exhibitions & Conferences |
| List your Company |
| Home | | News | | Events | | Careers | | Library | | Topics | | Members | | Vendor Directory |
Directors Urged to Roll Up Sleeves for UK Customer Service
Senior directors of FTSE 100 companies could soon be manning phones, reception desks and tills to raise the profile of customer service.
Paul Cooper, communications director of the Institute of Customer Service (ICS) is lobbying senior directors at each company and challenging them to go back-to-the-floor in a front-line customer service role.
“Too often customer service is seen as being ‘somebody else’s job’, or as a system to supervise from a senior position. By going right to the top, we’ll be hammering the message home in UK boardrooms that customer service involves all levels in an organisation,” said Cooper.
“Research repeatedly shows that employees are inspired to make customer service improvements when their working environment encourages recognition, support and leadership by example. Think of the recognition for the vital role of customer service if captains of industry across the board, not just customer service directors, share the front line customer service experience.
“It would also keep directors in tune with what is important to customers. From the customer’s point of view, the quality of service is increasingly a determining factor in where they take their business. Companies therefore need to pay ‘heart and mind service’, not ‘lip service’ to their customers.”
The campaign is starting as UK organisations prepare for National Customer Service Week, 2 — 8 October — a major event aimed at boosting standards across private, public and voluntary sectors. Organisations will mark it with seminars, roadshows, and an emphasis on fun.
ICS believes the UK’s customer service is improving. This is borne out by its growing membership and the growing number of organisations participating in National Customer Service Week.
“An ever-growing number of people genuinely want to deliver excellent service and be recognised professionally,” said Cooper.
The Institute now has more than 300 organisational members, including BA, BT and Siemens, and 6,000 individual members.
