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Keeping customers at the heart

Cathy Hadfield with plaque


Coastline Housing joins The Institute of Customer Service 


Cornish charity Coastline Housing has recently become a member of The Institute of Customer Service. 


Coastline has chosen to work with The Institute to further improve customer experience and business performance. It can now take advice which is widely respected by organisations in the public sector, government, and many other business sectors. 


This fresh perspective will support the social housing provider in its mission to achieve excellence in meeting and exceeding customer expectations. 


Cathy Hadfield, Coastline’s Customer Access Theme Lead, says: “As an organisation with a social purpose we hold true to our values of putting our customers first. During the recent ‘lockdown’ we have recognised the need to focus more than ever on our customers and maintain our high standards of service - by adapting, innovating, listening and learning. With that in mind, we are proud to begin our membership with The Institute of Customer Service.” 


Coastline will work closely with a Client Relationship Director from The Institute over the coming 18 months, working towards its ServiceMark accreditation. Coastline and its customers will benefit from that expertise to develop the best possible experience, delivered by a team of people with a passion for excellence. 


Jo Causon, chief executive of the Institute of Customer Service comments: “I’m delighted that Coastline Housing are members of The Institute of Customer Service. It’s a sign of intent and recognises the importance of delivering excellent service to customers.  By joining forces with organisations from a wide variety of sectors, Coastline Housing is making a clear statement that the customer experience is a priority for them. Membership of the Institute will enable Coastline Housing to benchmark against organisations across a range of sectors. It also provides opportunities to learn from other members, along with access to exclusive research and insight.” 

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