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 ?
Building the four pillars of a Service Nation
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck…
Coming together to define our Service Nation
It was a pleasure to welcome so many of you to our Annual Conference this week, and I hope you came away from the day feeling as inspired and motivated…
Public policy to shape our Service Nation in 2023 and beyond
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is much work to be done. As the nation battles against…
Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of frontline service staff have experienced hostility from customers, up 10%…
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See shocking footage of some of the behaviour that customer service…
Protect our customer-facing professionals, or risk a collapse in essential service provision
It’s hard to believe quite how much has changed in the mere week since I shared my last note with you all. We have a new Prime Minister, our third…
Focus on retaining and attracting talent, or risk a collapse in essential service provision
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see the latest ONS Labour Market figures. They showed…