Queen Elizabeth II – A life of service
Today we pay our respects to Her Majesty Queen Elizabeth II. Our deepest sympathies are with the Royal Family at this sad time as we reflect upon a life lived…
BBC News: UK Hospitality “urged all customers to treat staff with respect
Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point". Our CEO, Jo Causon, advises on what business can do to support their customer-facing…
From street parties to farm shops – why localism should form part of your service strategy
This week’s Jubilee celebrations come at a strange time for the country - in the wake of supply chain issues, the emerging post pandemic challenges, and the geopolitical uncertainty. Add…
Winning the fight for new legislation to protect customer service staff
Following many months of campaigning, MP meetings Customer Service APPG sessions, in November 2021, Baroness Williams of Trafford tabled an amendment to the Sentencing Bill, which will make assaults on…
This National Careers Week, let’s celebrate the service profession
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more so than the past two years. The pandemic served to…
National Customer Service Week is a reminder of the importance of service excellence all year round
It was National Customer Service Week (NCSW) at the beginning of October and, like every year, it was a great opportunity to celebrate and recognise the hard work, professionalism and…
Protecting the mental wellbeing of our service professionals is key to business success
By Jo Causon, CEO, The Institute of Customer Service The start of last week marked World Mental Health Day - and it's great to see so many organisations across the…
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…