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…
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…
"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…
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare…
By Jo Causon, CEO, The Institute of Customer Service Understandably, the nation’s attention has been fully focused on the Covid-19 pandemic ever since it took hold in March. It has…
By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves back in a series of lockdown measures across the UK…
LBC ran a special report week on the Together Against Hate campaign, spearheaded by Nationwide. The week of special features looked at the impact of abuse towards customer-facing staff, and…
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their doors, society appears to be settling in to the ‘new…
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re…
As the professional body for customer service, we work to ensure parliamentarians, policymakers and regulators recognise the vital importance of customer service in boosting the UK economy. We work to…