What have we learned? Ten tips for 2021
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get…
How NatWest uses Management Qualifications to enhance their service model
Watch Simon Wilkes MMICS, Business Enablement Manager at NatWest discuss his experience of The Institute's Management Qualification programme.
As we embark on the road to recovery, we must make service a boardroom priority
By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets Authority suggests Britons receive some of the worst customer service…
UK Customer Satisfaction Awards 2021
There has never been a more important time to recognise successful outcomes from customer service strategies. The past year has been extraordinarily difficult for many organisations, but it has also…
Annual Conference 2021: Redefining the Service Nation – Building a better future
The Institute of Customer Service Annual Conference is the biggest forum for customer service thought leadership and best practice in the UK. The event draws hundreds of service professionals and…
Will technology be at the heart of service in a post-Covid world?
By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many will be keen to forget, Iāve been giving pause to…
Service with Respect: Inspirational Stories
It has now been four months since we launched our Service with Respect campaign in response to the worrying increase of hostility being faced by customer-facing staff throughout the Covid-19…
Embrace the lessons of the first lockdown to navigate the second
By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves back in a series of lockdown measures across the UK…
Faced with a new wave of uncertainty, we should focus on a green recovery
By Jo Causon, CEO, The Institute of Customer Service The latest phase of the Covid-19 pandemic has brought with it a fresh wave of uncertainty. Businesses across the country are…
Jo Causon on LBC’s Nick Ferrari at Breakfast
LBC ran a special report week on the Together Against Hate campaign, spearheaded by Nationwide. The week of special features looked at the impact of abuse towards customer-facing staff, and…