Official Campaign Launch
The Service with Respect campaign officially launches with research and case studies featured on a BBC Breakfast segment, highlighting high levels of abuse – and low levels of reporting –…
Change in the law and Trust Index
We achieved a change in the law through our Service with Respect campaign. Our Trust Index was also launched this same year.
Safety Management Magazine interview with Jo Causon: The customer is not always (al)right
Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute of Customer Service's Service with Respect campaign to protect customer-facing…
Looking ahead – driving change for a stronger UK
A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the day. At the Institute, it is business as usual –…
Lessons in navigating the recovery – knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green shoots of recovery” last week should be a cause for optimism for businesses across the…
Maximising your membership
A key factor when it comes to making the most out of your membership is communicating with a range of different stakeholders within your organisation.  This is why we have…
A New Year’s resolution for businesses in every sector: protecting workers from abuse
Happy new year to everyone. I hope you had a restful break after a busy service season. January is a time to reflect and set ambitions and aspirations for the…
Open letter calling for better recording of crime statistics
Since we launched our Service with Respect campaign in July 2020 to highlight the alarming rise in abuse faced by customer service staff, we have gained over 260 organisational and…
Jo Causon on BBC Radio 5’s Wake up to Money
The Institute's CEO Jo Causon appeared on BBC Radio 5's Wake up to Money to discuss our Service with Respect campaign. The campaign reveals one-third of UK service workers…
Retail giants call for abuse protection for staff
The Institute's Service with Respect campaign is highlighted in an article by BBC News, where it reports that more than 55 UK business leaders and politicians have signed an…