We have to get back to the top of our game in driving the service agenda
We're already nearly a month into 2019, but it feels like a New Year has not brought much that's new -only an intensification of a number of challenges!
Cabinet Office Consultation on a new Public Service Ombudsman
Institute of Customer Service response to the Cabinet Office Consultation 'A Public Service Ombudsman'
How do you make sure customer service helps your business?
With UK Customer Satisfaction at it's lowest point since 2011 what can you do to make sure customer service helps your business to succeed?
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.
BBC Radio 5 Wake up to Money: Jo Causon discusses abuse of customer-facing workers
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed The Institute's Service with Respect campaign…
Open letter calling for better protection of all public-facing workers from assault and hostility
August 2025 Dear Sir/Madam, Re: Ensuring the Crime and Policing Bill protects all public-facing workers from assault and hostility We welcome the Crime and Policing Bill currently moving through Parliament,…
The Guardian article: Openreach engineers trial panic alarms as incidents of abuse and assault soar
In an article in The Guardian covering the rising levels of abuse and assault against telecoms engineers, The Institute of Customer Service's Service with Respect campaign was discussed. The article…
The hidden toll on UK productivity – how ending customer abuse is not just a moral imperative, but a business necessity
The challenge surrounding UK productivity is something we’re all acutely aware of. Despite the years that have passed, we’re yet to see it return to pre-pandemic and pre-financial crisis levels…
A customer-centric vision for UK growth
The Government’s Spending Review this week marked a key moment in shaping our national economic strategy, and its £113bn commitment to capital investment over the cutgrrent parliament signals a desire…