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…
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…