Stopping the ongoing abuse of service workers
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…
Nearly one-third (31%) of UK service workers consider leaving their role after abuse
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…
Response to Ofwat consultation: Service for all – Ofwat’s draft vulnerability guidance for water companies supporting customers who need extra help
Institute of Customer Service response to Ofwat’s consultation on its draft vulnerability guidance for water companies. Â
National Customer Service Week 2023 Round-up
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…
Reflecting on National Customer Service Week: the value of inspiring a service nation
As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses celebrated their teams, teams celebrated their service heroes, and one…
The ROI of the service agenda is clear – and we need to keep getting the message across
Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return on investment of the customer service agenda. The study showed…
More than a summer job: Service as a Profession
Over the last two weeks, students across the country have been receiving their exam results, with some even brave enough to do so live on TV. It’s an annual tradition…
Let’s see some true service leadership
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to…
As we celebrate, let’s acknowledge our hard-working service professionals
As we edge closer to the Coronation - and whether you are a republican, a royalist, or somewhere in between - it is clear the whole country is relishing the…
Building the Service Nation: Changing Perceptions about the Profession of Customer Service
This research examines the extent to which customer service is seen as a profession, with defined skills, standards and career pathways, and how professional development is evaluated and supported. We identify what actions are necessary and by whom to build recognition of service as a valued career and profession, with a significant voice and position in the boardroom. Download the full research report ?