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…
"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…
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,…
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…
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…
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…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) It’s the fourth week of lockdown, and the economic impact of the coronavirus is starting to be calculated. The Office For…
National Customer Service Week (NCSW) is a great opportunity to celebrate the vital role customer service plays in our businesses and communities. Taking place annually in the first week of…
Our Research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the UK economy. To achieve this and make the UK a…
Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.