CSUKTV launched in its current form on 3rd October 2011 as an online TV channel dedicated to inspiring better customer service.
Given the proliferation of information about customer service already available, why the need for a new website?
There are many associations, specialists and service providers hoarding a mine of information, but they are disparate, often overlapping in knowledge and output. CSUKTV will bring the best advice and thinking into one place, with regular news and high quality original video.
Many publications, blogs and experts focus on why customers are important and why we should invest our time to improve the customer experience. Yet in our experience the ‘why’ of customer service is well understood. What is lacking however is the ‘how’. How can you prove the benefit of high quality customer service; how can you decide what level of service your industry and your product demand; how can you make your entire business customer-focused? These are some of the questions we will attempt to answer.
We welcome your feedback - you can post comments below videos or send us a message using the form on the 'contact us' page.
Founder: Howard Kendall
After an early career in technology as a computer operator and support manager at 3M, Citibank and the Prudential, Howard made the advancement of Service Desks his priority and in 1988 founded the Helpdesk User Group as a self-development community, the fore-runner of SDI.In the 1990s the success of Howard's work in this area caught the attention of the wider customer service community which led to the launch of Customer Service Management. This was a customer service group that delivered thought leading conferences, and published the leading magazine of the same. Howard worked with all the key service gurus of the age - Peters, Covey, Blanchard, Carlzon, Julian Richer and Fred Reicheld, even Superman Christopher Reeve!
During the early 2000s Howard expanded his work to include chairmanship of the Institute of Customer Service, and subsequently went on to chair the BSI and ISO customer service standards groups in the UK. He has been responsible for the UK and international standards on complaints management - ISO100002, and the customer service standard BS8477 which will refresh this year. Howard’s passion and commitment to the customer service industry led the BSI to commission him to author a book on the subject - 'Quality Service, Competitive Business - setting the standard in customer service'. This 2010 book is available on Amazon and provides a snapshot of the key areas of common sense customer service today - from how to understand and communicate with customers to how to maintain and measure ongoing customer loyalty and keep service culture staff and behaviours fresh.
Howard explains: “As I researched my customer service book, I noticed that there was no real change in the channels people were using to communicate and get messages across about good stuff in customer service. I figured that if you cannot see or hear from some of the best voices in service in person, what better than to put them on video and have a dedicated web TV channel where you can see them all in one place?”
"My hope is we can use what we’ve created to raise the profile of the industry as a whole – not just our own small part of it".