Parliamentary Reception: Five Years of Service with Respect
June 2025 marks an important milestone for us; one that we wished to honour with a parliamentary reception within the halls of Westminster, along with a timely call to action…
Service with Respect returns to BBC Breakfast
Off the back of new research and a fresh call for better legislative protections, The Instituteās CEO returns to BBC Breakfast to discuss the ongoing impact of customer hostility and…
Service with Respect campaign
Our Service with Respect campaign, aiming to tackle abuse directed at customer service professionals, was launched.
Jo Causon interviewed on BBC Radio 5 Live for Service with Respect campaign
In an interview on BBC Radio 5 Live, Jo Causon discusses new research commissioned as part of our Service with Respect campaign to highlight unacceptable abuse of customer-facing staff. She…
Watch: Jo Causon on BBC Breakfast discussing Service with Respect campaign to protect customer-facing workers from abuse
CEO Jo Causon on abuse of customer facing staff: "We (as business leaders) need to stand up and say this is not acceptable behaviour". Our CEO Jo Causon was invited…
Service with Respect – Cost of Living Fuelling Customer Abuse
Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in the UK continues to impact customer service staff significantly, with…
Service with Respect: new legislation now in effect
New legal protections for customer-facing workers - which we have been campaigning for through our Service with Respect initiative - have come into force as of July 2022. The new…
Service with Respect – changing the law is just the beginning
Yesterday, the Police, Crime, Sentencing and Courts Bill gained Royal Assent and will pass into law. It included the amendment we have been campaigning for, which introduces harsher sentencing for…
Jo Causon on Service with Respect – New Legislation
Watch Ian King (Sky News) interview Jo Causon, the Institute's CEO, to discuss the amendment to the Sentencing Bill and new legislation protecting frontline staff from abuse as a result…
Service with Respect campaign achieves legal protections for customer service staff
One of the issues we are passionate about at The Institute is that all customer service professionals should be treated with respect and decency by customers ā and should not…