By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force across the UK, it’s hard to believe that we are still navigating a lockdown situation. Despite the great hope offered…
By Jo Causon, CEO, The Institute of Customer Service We launched our Service with Respect campaign in July last year, after our research amongst employees and customers showed a highly concerning rise in intolerant and abusive behaviour from customers towards…
By Jo Causon, CEO, The Institute of Customer Service As we enter the first stages of Spring, and organisations across the country busily prepare for an initial easing of lockdown measures, it feels there is a sense of hope in…
By Jo Causon, CEO, The Institute of Customer Service As the Covid-19 pandemic rages on, the focus for many businesses and their leaders has – quite rightly – remained on how to deal with the multitude of complex challenges it…
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 limelight. Our frontline employees are putting themselves at risk on…
Institute's CEO, Jo Causon, interviewed on Sky News on the current state of customer satisfaction Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing that customer satisfaction with businesses is…
Institute's CEO, Jo Causon, interviewed on BBC Radio Surrey & Sussex on over 65s experiencing poor customer service Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad customer service,…
By Jo Causon, CEO, The Institute of Customer Service To begin my first column of 2021, I’d like to wish you all a very happy New Year. I hope you were able to enjoy some much-needed downtime over the Christmas…
By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one of the busiest, and most profitable, trading periods of the year. Yet as we continue to navigate the Covid-19 pandemic, and the subsequent shifts in…
It has now been four months since we launched our Service with Respect campaign in response to the worrying increase of hostility being faced by customer-facing staff throughout the Covid-19 pandemic. With now more than 100 organisations backing our campaign…