Our Head to Head series brings together senior leaders for thought-provoking conversations about the issues shaping organisations today. In this episode, Jo Causon, CEO of the Institute of Customer Service, is joined by Richard Nicholls, Managing Director of Brook Green…
Service Leadership: Building Capability, Shaping Culture and Creating Impact Service leaders are operating in increasingly complex environments. Changing customer expectations, new technology, operational pressures and evolving ways of working all place greater demands on those leading service teams. So, how…
Practical Tools to Build Confidence, Trust and Customer Connection Customer expectations continue to rise. Customers want quick, personalised support, and many conversations begin when someone is already feeling frustrated, concerned or uncertain. So, how can we approach these conversations with…
Our Head to Head series offers exclusive conversations with senior leaders on the issues that matter most to today's organisations. In this episode, Jo Causon, CEO of the Institute of Customer Service, talks with Colin Fyfe, CEO of Unity Trust…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated…
Customer satisfaction improvements level off, in line with a faltering economy John Lewis maintains position as top retailer Findings for banks and building societies show how sector has finally bounced back from global financial crisis of 2008 London, 7th July…
Our CEO, Jo Causon, featured in BBC's Today in Parliament programme examining the growing levels of abuse faced by customer-facing workers and reiterating The Institute’s call for stronger protections for all frontline service employees across sectors. Listen to the segment…
Our Head to Head series brings together senior leaders for candid conversations on the opportunities and challenges facing organisations today. In this latest edition our CEO, Jo Causon interviews James MacBeth, Managing Director at Auto Windscreens, exploring leadership, governance and…
Our Head to Head series brings a sharp business lens to leadership conversations, with our CEO Jo Causon examining the strategic, operational and governance challenges facing organisations today. In this edition, she speaks with Liz Walker, Chief Operating Officer at…
Sustaining performance under pressure Customer-facing roles can be rewarding, but they can also be challenging, particularly when dealing with difficult interactions and ongoing pressure. This practical workshop looks at how stress can build up over time and provides simple, practical…