The Economist: Customer service is getting worse – and so are customers
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below:
The Sunday Times: What went wrong with Britain’s customer service
Jo Causon, the Institute's CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in customer service, and what business can learn from who is doing it right.
The Grocer – M&S’s FTSE return shows the power of customer service
Jo Causon, the Institute's CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.
ITV News: Customers – Are We Being Served?
According to our latest UKCSI, poor customer service is costing UK businesses ÂŁ11.4bn a month in lost productivity, with employees averaging one day a week dealing with problems. Jo Causon, the Institute's CEO, discusses the importance of embedding a service-led…
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result of unrelenting stress and pressure. To find out more about our Service with Respect campaign, click here.
Poor customer service costs UK firms billions – so why can’t they get it right?
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with customer problems, costing UK businesses an estimated ÂŁ11.4bn a month in lost productivity. As a result, companies are taking record…
Water Industry Journal: Harnessing technology with people for better service outcomes
Our recent Breakthrough Research, "A Connected World?" explores the theme of digitisation and how it applies to customer service. Many customers are embracing technology and welcome many of the advancements it is bringing. However, when it comes to more complex and…
Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of frontline service staff have experienced hostility from customers, up 10% since February of this year. 34% think that their role…
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This has resulted in 40% of people thinking about leaving their role because of abuse they have faced. To find out…
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See shocking footage of some of the behaviour that customer service staff have to deal with. To find out more about…