With significant shifts in customer needs and behaviour in the last year, organisations have been under pressure to respond proactively to be able to maintain excellent service levels and business performance. For organisations to address urgent challenges, retain customers and…
By Jo Causon, CEO, The Institute of Customer Service While I am penning my last column of 2020, I appreciate that many of you will be working harder than ever over the remaining days of this year to uphold the…
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment. It can be tempting to see customer service as a cost centre - an opportunity to make savings which quickly…
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re being asked to perform extra duties, some of which may…
