Practical advice for customer service and debt management during COVID-19
Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.
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.
NCSW 2025 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week - your commitment to delivering outstanding customer service is truly inspiring, and it is…
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…