Professor Bob Johnston has been elected as Vice-President of the Institute of Customer Service (ICS), as a result of his long-standing commitment to research in the service field and his desire to drive improvements in business and customer service.
The ICS is the independent professional body for customer service in the UK. It is a corporate and individual membership organisation which manages professional and occupational service standards and provides awards in customer service. The aim of the Institute is to spread authoritative knowledge and good practice, and Bob is the author of two research reports commissioned by the Institute over recent years. The ICS is also a partner supporting Warwick Business School's Diploma in Service Leadership which was jointly developed by WBS, the ICS and the Customer Service Network. Bob said "I am very honoured to be asked to take this position which will give me a greater opportunity to influence the development of the Institute and push for some new strategic initiatives in customer service."