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…
Delivering exceptional service in high-pressure situations requires resilience, focus, and composure. This half-day workshop equips front line customer service professionals with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a daily workplace…
In our Head to Head series, our CEO Jo Causon sits down with business leaders to explore the challenges their organisations face. In this edition, she speaks with Maureen Beresford, Director of Corporate Governance and Stewardship at the Financial Reporting…
Recent coverage in the Daily Express highlights the growing crisis of hostility and abuse faced by frontline workers, alongside the lack of adequate legal protection. Our CEO, Jo Causon, was quoted, emphasising the unacceptable impact of abuse on customer-facing…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Jenny Herrera, CEO at Good Business Charter. Listen to Jo and Jenny discuss the…