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 looked at the impact of abuse towards customer-facing staff, and…
Organisations: adopt a zero tolerance approach to hostility and abuse
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their doors, society appears to be settling in to the ‘new…
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 of customer facing staff feel under greater pressure as they’re…
Public Affairs
As the professional body for customer service we work to ensure parliamentarians, policymakers and regulators recognise the vital importance of customer service in boosting the UK economy. We work to…
Head to Head with Joanna Swash (Moneypenny)
Our CEO, Jo Causon will be meeting with Joanna Swash, Group Chief Executive Officer of Moneypenny, as part of our Head to Head series to discuss leadership and challenges faced.…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of life. As I reflect on this day, I ask myself:…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish…
Response to UKRN consultation: UKRN Strategy 2024-27
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.
Response to Ofwat consultation: Core Customer Information – Ofwat’s draft guidance on core information companies should clearly provide to their customers
Institute of Customer Service response to Ofwat’s consultation on core customer information guidance for water companies to clearly provide to their customers.Â
Turning around the worrying decline in customer satisfaction
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and…