Response to Ofwat’s consultation on ‘Putting water customers first’
Institute of Customer Service response to Ofwat’s consultation on ‘Putting water customers first’.
Leadership is about service, not self
Questions of leadership are never far away, in public life or in business. In turbulent times such as we have lived through nationally and globally in recent years, leadership really comes to the fore. I have no doubt that when…
The service agenda can help create more cohesion in a polarised world
It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than ever before. Financially, emotionally, politically, it seems that the experience of different groups in society is moving further apart. Perhaps…
Service with Respect – Cost of Living Fuelling Customer Abuse
Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in the UK continues to impact customer service staff significantly, with nearly half of frontline service workers experiencing hostility from customers…
Time to move the dial on growth
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So the time feels right – and necessary – to redouble…
Our charity partner – The Trussell Trust
About the Trussell Trust At the Institute, we are committed to giving something back to the community, so we have partnered with the Trussell Trust to support their hard-working efforts - particularly during these challenging times. In the UK, more…
ITV News: Customers – Are We Being Served?
According to our latest UKCSI, poor customer service is costing UK businesses £11.4bn a month in lost productivity, with employees averaging one day a week dealing with problems. Jo Causon, the Institute's CEO, discusses the importance of embedding a service-led…
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result of unrelenting stress and pressure. To find out more about our Service with Respect campaign, click here.
Building the four pillars of a Service Nation
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck in neutral, cost pressures are being felt by businesses and…
Running to stand still? Businesses need to find a way to move forwards
Have you ever known quite such a strange business and economic climate? On the one hand, we have the continuing shadow of a recession hanging over the economy, with a cost of living crisis that is affecting many households and especially…