What is Customer Service?
Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer satisfaction.
World-class Service (2010)
Explores the meaning of the term 'world-class service' (WCS), models to promote WCS within organisations and how to measure and maintain a WCS.
Lessons in navigating the recovery – knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green shoots of recovery” last week should be a cause for optimism for businesses across the…
Maximising your membership
A key factor when it comes to making the most out of your membership is communicating with a range of different stakeholders within your organisation.  This is why we have…
A New Year’s resolution for businesses in every sector: protecting workers from abuse
Happy new year to everyone. I hope you had a restful break after a busy service season. January is a time to reflect and set ambitions and aspirations for the…
Open letter calling for better recording of crime statistics
Since we launched our Service with Respect campaign in July 2020 to highlight the alarming rise in abuse faced by customer service staff, we have gained over 260 organisational and…
Jo Causon on BBC Radio 5’s Wake up to Money
The Institute's CEO Jo Causon appeared on BBC Radio 5's Wake up to Money to discuss our Service with Respect campaign. The campaign reveals one-third of UK service workers…
Retail giants call for abuse protection for staff
The Institute's Service with Respect campaign is highlighted in an article by BBC News, where it reports that more than 55 UK business leaders and politicians have signed an…
Third of shop staff could quit jobs after assaults and abuse amid surge in verbal and physical attacks
The Institute's latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily Mail, with comments by CEO Jo Causon. Research reveals that…
Seeing the whole of customers’ needs – not just taking an insular view
Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need and adopt a proactive stance to provide the help and…