Below you can find recent media coverage and events for The Institute. If you would like to discuss a media opportunity with us or request a comment, please get in touch.
‘Know and care about your customers’: why online communication is key to great service
“Having well-trained customer service operatives who have high emotional intelligence is really important” – says Institute’s CEO, Jo Causon, CEO to The Guardian. Following requests and suggestions from our members, we have launched a series of training modules designed to help your organisation deal with challenging customer interactions. More details available here: Service with Respect – Training.
Retail sales plummet 8.2% in January, latest ONS figures reveal
“As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are…
The importance of contact centres in delivering first-class customer service
Watch Jo speaking at HQN’s Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the…
Customer satisfaction with retailers at lowest level since 2015
“In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in…
Jo Causon on Ian King Show (Sky News)
Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing…
Jo Causon on BBC Radio Surrey & Sussex
Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad…
More than a million over 65s have experienced bad customer service because of their age
New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely…
Jo Causon on LBC’s Nick Ferrari at Breakfast
LBC ran a special report week on the Together Against Hate campaign, spearheaded by Nationwide. The week of special features…
Our ‘Service with Respect’ campaign on BBC 4’s You and Yours
Listen to Jo discuss why we are calling on the Government for a change to the law to protect customer…
Our Service with Respect campaign on BBC Cornwall
Listen to our Marketing and Communications Director, David Dagger, discuss the increase in hostility towards front-line staff and our Service…