Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they…
The service sector is fundamental to the UK economy. Yet, roles in customer service have often been viewed within our society as a stopgap, a steppingstone to other careers or…
By Jo Causon, CEO, The Institute of Customer Service I wrote a few months ago about a new campaign launched by the Institute - Service with Respect - in response…
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and very welcome step in the right direction. Classifying assaults on…
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving…
If you are reading these columns regularly, then you will already know how vocal I have been about the need to safeguard service professionals and how pleased we were to…
As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the unacceptable levels of abuse that service staff across all sectors…
New data from the Institute of Customer Service finds 20% of those experiencing hostility have taken sick leave in the last six months as a result, taking off an average…
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…