National Customer Service Week 2021 Round-up
A big THANK YOU to everyone who shared their NCSW activities and interactions with us across the week. We thoroughly enjoyed seeing your efforts shared on social media and emails,…
Adding injury to insult: exploring the fear customer service workers face every day
By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that many of our customer service colleagues are forced to operate…
This week’s Parliamentary Bill is a welcome step forward for our Service Nation
By Jo Causon, CEO, The Institute of Customer Service After a year of campaigning to raise attention of the lack of protection afforded to customer-facing staff, I’ve never lost my…
The pandemic is no longer an excuse for poor customer service
By Jo Causon, CEO, The Institute of Customer Service As we start to see a further loosening of Covid-related restrictions, businesses and customers alike will hopefully have more reasons for…
Our service workers are the bedrock of our economy – we must protect them
By Jo Causon, CEO, The Institute of Customer Service It has been nearly a year since we at the Institute launched our Service with Respect campaign; calling for the Government…
‘Know and care about your customers’: why online communication is key to great service
"Having well-trained customer service operatives who have high emotional intelligence is really important" - says Institute's CEO, Jo Causon, CEO to The Guardian. Following requests and suggestions from our…
Customer-facing employees will be crucial to our recovery – we must treat them with respect
By Jo Causon, CEO, The Institute of Customer Service Last week’s announcement of a ‘roadmap’ ‘for our gradual emergence from lockdown will be welcome news to business, and their customers,…
We need our frontline workers now more than ever – let’s treat them with respect
By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of our essential workers has once again been thrust into the…
Stay true to your purpose and standards of service excellence
By Jo Causon, CEO, The Institute of Customer Service There is no doubt that we have now entered a third phase of dealing with the Covid pandemic. The first phase…
Recognising their service to our nation
By Jo Causon, CEO, The Institute of Customer Service It is now ten weeks since we launched our Service with Respect campaign in response to the worrying rise in instances…