In the News

Please see below a few examples of recent media coverage of The Institute. If you would like to discuss a piece with us or request a comment, please get in touch: media@icsmail.co.uk

Featured News

CEO StatementDelivering Service during Challenging TimesMedia CoverageService with Respect

This week’s Parliamentary Bill is a welcome step forward for our Service Nation

September 17, 2021

By Jo Causon, CEO, The Institute of Customer Service After a year of campaigning to…

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Latest News

Jo Causon on Service with Respect – New Legislation

April 29, 2022
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Jo Causon and financial times logo

Customer-facing staff are bedrock of our economy

April 14, 2022
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This week’s Parliamentary Bill is a welcome step forward for our Service Nation

September 17, 2021
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Customers fed up with Covid excuse for bad service

July 7, 2021
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All News Updates

More than a million over 65s have experienced bad customer service because of their age

December 21, 2020
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Jo Causon on LBC’s Nick Ferrari at Breakfast

November 2, 2020
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Our ‘Service with Respect’ campaign on BBC 4’s You and Yours

August 24, 2020
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Employees facing increased customer hostility as lockdown eases

July 22, 2020
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BBC Breakfast News: launching our ‘Service with Respect’ campaign

July 20, 2020
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As customer satisfaction flatlines, a focus on our service offering can drive economic recovery

July 13, 2020
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High Steet

The FT: Shops can prosper if they treat customers with care

January 28, 2020
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Almost half of all recruitment fails, costing the UK economy £17.6bn a year

October 18, 2019
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