Listen to our Marketing and Communications Director, David Dagger, discuss the increase in hostility towards front-line staff and our Service with Respect campaign - calling to customers, Government and organisations…
By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown has been a rising appreciation of the invaluable work that…
With around 60% of the UK’s workforce working in customer-facing roles, mounting abuse is impacting staff across every sector – from retail to public services, and from financial institutions to…
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they…
The service sector is fundamental to the UK economy. Yet, roles in customer service have often been viewed within our society as a stopgap, a steppingstone to other careers or…
By Jo Causon, CEO, The Institute of Customer Service I wrote a few months ago about a new campaign launched by the Institute - Service with Respect - in response…
Despite a rocky start to the financial year, data on the UK jobs market earlier this week provided some timely relief from lingering economic gloom. Encouragingly, job vacancies saw the fastest…
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
As the first real chill of winter creeps across the UK, and the dust settles on the recent budget of the new Labour Government, business leaders across the nation are…
The research is based on interviews with senior executives (including Chief Executive Officers, Chief Operating Officers and Customer Service or Customer Experience Directors) and online surveys with 751 employees in…