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Institute’s CEO, Jo Causon, interviewed on BBC Radio Surrey & Sussex on over 65s experiencing poor customer service

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 Institute of Customer Service.

More details on the research, please go to Press Release.

Jo Causon

Jo Causon

Jo joined The Institute as its CEO in 2009. She has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

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