By Jo Causon, CEO, The Institute of Customer Service After a year of campaigning to raise attention of the lack of protection afforded to customer-facing staff, I’ve never lost my capacity to be shocked by stories of customer abuse. Those…
By Jo Causon, CEO, The Institute of Customer Service It's no secret that the nation is facing a severe skills shortage. Even before the pandemic hit, many industries were experiencing challenges from a lack of skilled professionals - and this…
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all on high-alert, and organisation's risk management strategies have truly been put to the test to deal with the multitude of…
By Jo Causon, CEO, The Institute of Customer Service Fantastic support, excellent customer service, number one for customer satisfaction! Listening to the radio I’ve been struck in recent weeks with how customer service claims seem to have replaced catchy jingles…
By Jo Causon, CEO, The Institute of Customer Service Last week’s United Nations report on the effects of climate change painted a grim picture of the future of our planet. Its frightening findings, combined with recent reports of flash floods…
By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to a close. Moves couple of weeks ago by Nicola Sturgeon to bring forward the end of rules that have required…
By Jo Causon, CEO, The Institute of Customer Service Of the many challenges we have faced over the past year, amongst the most significant for organisations in recent months has been the increased pressure placed upon our supply chains. The…
By Jo Causon, CEO, The Institute of Customer Service It’s been a year since we launched our Service with Respect campaign; calling on the Government and businesses to do more to protect customer-facing staff from rising levels of hostility and…
By Jo Causon, CEO, The Institute of Customer Service The events of the past year have shaken the customer experience landscape - perhaps forever. As the long-term economic and societal impacts of the pandemic continue to take shape, organisations will…
By Jo Causon, CEO, The Institute of Customer Service As we start to see a further loosening of Covid-related restrictions, businesses and customers alike will hopefully have more reasons for optimism come 19 July. What is clear as we emerge…