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.
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 customer service, or been treated badly, because of their age: “Seek to understand your customer group, don’t stereotype and think about how you can train and develop your people so they can actually respond effectively.” – Jo Causon, CEO, The…
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…
Employees facing increased customer hostility as lockdown eases
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds…
BBC Breakfast News: launching our ‘Service with Respect’ campaign
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more…
The FT: Shops can prosper if they treat customers with care
Following BRC-KPMG’s Christmas Retail Sales Monitor reporting tough trading conditions, the FT published this letter from our CEO, Jo Causon. …
Almost half of all recruitment fails, costing the UK economy £17.6bn a year
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
CityAM: GDPR is one year old, but has it helped business or eroded trust?
We released a report which revealed that 64 per cent of the country cannot name a single organisation that they…