We have a new government, and it’s time for a new era of service leadership
The new government has rightly made clear its intention to foster growth across all corners of our economy. At the Institute, we look forward to playing our part by driving…
An AI service concept straight out of a dystopian novel
Regular readers will be well aware that the deployment of new technology, including AI, has been a recurring theme for The Institute and our members. As these technologies continue to…
Encouraging better reporting of abuse to protect our essential service workers
I’m sure the potential outcome of the upcoming General Election will remain front of mind for many of you right up to the final whistle. However, while the Institute looks…
Our Manifesto to build a Service Nation
With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns will soon be getting into full swing. Political parties are…
Protecting our service professionals – a cross-sector view
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and very welcome step in the right direction. Classifying assaults on…
Building a thriving future through the Service Nation
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving…
Reporting is crucial to protect all service workers from abuse
If you are reading these columns regularly, then you will already know how vocal I have been about the need to safeguard service professionals and how pleased we were to…
Stopping the ongoing abuse of service workers
As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the unacceptable levels of abuse that service staff across all sectors…
Nearly one-third (31%) of UK service workers consider leaving their role after abuse
New data from the Institute of Customer Service finds 20% of those experiencing hostility have taken sick leave in the last six months as a result, taking off an average…
Response to Ofwat consultation: Service for all – Ofwat’s draft vulnerability guidance for water companies supporting customers who need extra help
Institute of Customer Service response to Ofwat’s consultation on its draft vulnerability guidance for water companies.