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…
National Customer Service Week 2022 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week. We thoroughly enjoyed seeing your efforts shared on social media and how you celebrated…
Reflecting on the service and leadership example set by Queen Elizabeth II
The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem of service and leadership, carried out with an unfailing sense…
Time to pull our service nation together
It has been a strange and sombre week. As I witness the immense crowds gathered in London to pay their respects to Queen Elizabeth II - and indeed the strength…