Striking the right balance at moments of high tension
Following last week’s Conservative Party Conference, the intense scrutiny on Liz Truss and her Government shows no sign of abating as both politicians and members of the public voice their…
Webinar: Head to Head with Linsey Jones (Centrica)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Linsey Jones, Customer Fulfilment Director at Centrica (British…
Shop workers blame cost of living stress for rising abuse
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. The Guardian covers the…
Cost of living: call for swift action on financial disputes
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. BBC News covers the…
Open letter calling for action to end abuse of public-facing workers
Since July 2020, we have been campaigning to stop the abuse of frontline workers. Our Service with Respect campaign has gained over 200 organisational and parliamentary supporters in that time…
Developing and investing in people is key to retaining them
The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s probably been as tough a year as any – and…
Making the most of membership: internal communications
To help you make the most of your membership, we have collated some useful resources below, which you may want to use in your internal communications. Some member benefits are…
We need to protect all customer-facing staff from abuse and hostility across all sectors
By Jo Causon, CEO, The Institute of Customer Service It’s been a year since we launched our Service with Respect campaign; calling on the Government and businesses to do more…
Looking to be Legendary – Interview with Nationwide
Extract from Customer Focus Magazine: Issue 32 (May 2021) Joe Garner, chief executive of Nationwide Building Society, doesn’t just want to provide great service; for him, nothing short of being…
Retailers must look after their customer-facing employees
"With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because of the rising levels of abuse they face at the…