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…
Third of shop staff could quit jobs after assaults and abuse amid surge in verbal and physical attacks
The Institute's latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily Mail, with comments by CEO Jo Causon. Research reveals that…
Seeing the whole of customers’ needs – not just taking an insular view
Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need and adopt a proactive stance to provide the help and…
Tackling the growing sense of lawlessness and the risk to frontline workers
We are, as we all know, living in challenging times with what feels like a significant rise in anti-social behaviour being reported across the UK, which is manifesting itself in…
A year after the law change – Customer-facing workers still face abuse
It’s been just over a year since we successfully achieved a change in the law with our Service with Respect campaign to make the abuse of public-facing staff an aggravated offence. We…
We cannot let abuse of customer-facing staff become endemic
It has been a busy week at The Institute, as we have launched the latest round of research as part of our ongoing Service with Respect campaign. Sadly, it had…
Forbes: Thank You For Not Calling! Agents Are On The Verge Of Burnout
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result of unrelenting stress and pressure. To find out more…
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This has resulted in 40% of people thinking about leaving their…
Supporting our people should be a business priority, year-round
This week marks Mental Health Awareness Week, and as I look at the plethora of headlines and social media posts promoting the cause, I am struck by just how far…
Supporting the Institute
Our Vice-Presidents are long-standing supporters of The Institute. They act as critical friends by helping us strengthen our senior level representation across a wide range of sectors. They also contribute…