Watch below the Breakthrough Research Launch on Who Do You Trust? Improving trust through customer service. The Institute's CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked…
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare…
By Jo Causon, CEO, The Institute of Customer Service As the nation enjoyed this week’s warm weather, it feels that spring is finally here. And with many organisations also approaching…
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 last…
By Jo Causon, CEO, The Institute of Customer Service It’s been a tough 12 months for everyone living and operating through the Covid-19 pandemic. For businesses, it has been a…
Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number…
Many of us have faced up to reshaping into different team setups over the last year and the need for evolution and change is expected to continue in the future…
By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force across the UK, it’s hard to believe that we are…
This is an online training session to give team leaders and managers a sound introduction to, and understanding of, vulnerability and how to support vulnerable customers through your team’s service…
By Jo Causon, CEO, The Institute of Customer Service As we enter the first stages of Spring, and organisations across the country busily prepare for an initial easing of lockdown…