Jo Causon on NCSW 2022, BBC Radio Wales
Listen to the Institute's CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer service excellence on BBC Radio Wales:
Mariella Frostrup, Times Radio
Our research with customers suggests that interactions with chatbots can be amongst the least satisfying and most annoying experiences with organisations. Mariella Frostrup from Times Radio discusses some of the key findings from our latest Breakthrough Research report, "A Connected…
BBC News: UK Hospitality “urged all customers to treat staff with respect
Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point". Our CEO, Jo Causon, advises on what business can do to support their customer-facing staff. To find out more about our Service with Respect…
UK customer service complaints at highest level on record, research finds
Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month in lost staff time, research has found. As firms struggle to cope with global supply issues and a staffing crisis,…
Cost of living: firms warned consumers want more than low prices
Businesses need to be flexible and transparent with their customers who face rapid price rises - in order to get loyalty in return, according to the Institute of Customer Service. Nearly six in 10 consumers (58%) said low prices would…
Shop workers blame cost of living stress for rising abuse
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. The Guardian covers the rise in violent and abusive behaviour towards shop workers in…
Cost of living: call for swift action on financial disputes
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. BBC News covers the rise in violent and abusive behaviour towards shop workers in…
Jo Causon on Service with Respect – New Legislation
Watch Ian King (Sky News) interview Jo Causon, the Institute's CEO, to discuss the amendment to the Sentencing Bill and new legislation protecting frontline staff from abuse as a result of our Service with Respect Campaign. https://icsmail.wistia.com/medias/rfgbi8rg41
Customer-facing staff are bedrock of our economy
The issue of prestige for frontline service workers - FT 6 April Want to Understand Power in the 21st Century - is critical for the UK's service economy. Customer-facing staff account for 61% of the nation's workforce. They are the very…
Customers fed up with Covid excuse for bad service
BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up with Covid excuse for bad service Customers have appreciated improvements or innovation in service such as better scheduling to avoid…