Useful Links

A single source of all the most useful links in Customer Service. Everything from professional bodies, key forums and service related websites.

Gryffindor Ltd

www.gryffindor-ltd.co.uk

Gryffindor is a human resources consultancy for HR staff building on strategy, change management, leadership, management development and executive coaching.

The Institute of Customer Service (ICS) is the independent professional body for customer service

www.instituteofcustomerservice.com

Summary

Their primary purpose is to lead customer service performance and professionalism.
They are a Membership organisation with both Organisational Membership - from across the private and public sectors - and Individual Membership. They help Members to learn from one another and offer wide ranging support for continuous improvement of customer service delivery. Above all they help people and organisations grow in a way which benefits customers, organisational performance, and individuals.

In particular they:
• Develop and spread authoritative knowledge and good practice in customer service.
• Define national professional and occupational customer service standards and ways they can be acquired. Look at their work on National Occupational Standards, ICS Professional Awards and NVQ/SVQs in Customer Service
• Provide professional recognition through Individual Membership for the growing number of people employed in customer service roles who have achieved a national standard
• Support the continuing motivation and development of individual Customer Service Professionals. Look at the various categories of professional Individual Membership and the benefits which go with them
• Recognise, reward and celebrate the attainment of customer service excellence by organisations and individuals. Look at National Customer Service Week and the annual National Customer Service Awards

The Customer Service Network

www.customernet.com

Summary

Founded in 1997, Customer Service Network is an independent body bringing together managers and directors from 300 organisations of all sectors who are concerned with service excellence, enabling them to exchange views and share experiences. With a strap line that says 'learning from each other' its activities include interactive networking days, site visits between the members, member driven workshops and learning events focusing on enabling organisations to excel at service excellence. The network provides a range of added-value services, including customer perception measurement and analysis, service excellence audits, complaint management, customer service strategy development and benchmarking all of which support the prime activities. The extensive membership list includes many blue chip companies from all sectors of manufacturing industry, service and academia, all of whom are passionate about service excellence and continuous improvement.

National Customer Service Week 2-8 October 2006.

www.nationalcustomerserviceweek.com

Summary

National Customer Service Week 2-8 October 2006.
Started in the USA by the International Customer Service Association in 1988 and proclaimed a nationally recognised event in 1992 by US Congress, Customer Service Week, as it is known in the US, was introduced to the UK by the Institute of Customer Service in 2001. Celebrated during the first full week each October, and supported by organisations nationwide, National Customer Service Week is here to stay.

The International Customer Service Association

www.icsa.com

Summary

The International Customer Service Association's goals and achievements are accurately presented in its mission statement:
“ ICSA is dedicated to promoting the development and awareness of the customer service profession through networking, education and research.”

ICSA is a non-profit association led by customer service professionals for customer service professionals. These are people who have walked in your shoes and understand your challenges and motivation.

Organized in 1981 by a group of 59 customer service management professionals, today's ICSA has come a long way! Globally, our membership tops 700 and we offer a full range of programs that provide members with a forum for sharing knowledge and experience, searching for solutions and networking with other customer service management professionals.
ICSA members are managers, directors, vice-presidents, owners and CEOs of companies of all types and sizes in virtually every industry -- manufacturing and non-manufacturing -- from the Fortune 500 to the emerging blue chip giants of the twenty-first century