By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right now. We are out of the crisis phase of Covid-19 and into a second, different phase. But we are by…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Dr Peter Carter OBE. Listen to Peter and Jo discuss leadership lessons learnt during the pandemic crisis…
Listen to Jo discuss why we are calling on the Government for a change to the law to protect customer service professionals against physical or verbal abuse. This should include not only shop workers, but all customer service workers from…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was David MacLeod OBE, Co-Founder of Engage for Success. Watch David and Jo discuss top tips on leadership…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Sian Fisher, CEO, Chartered Insurance Institute. Watch Sian and Jo discuss the biggest challenges and what the…
By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a huge blow to our economy, not least our service sector. The impact of mass closures and rising unemployment levels have…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Trafford Wilson, Executive Director of Customer Service, The Guinness Partnership. Watch Trafford and Jo discuss the biggest…
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an enormous strain on businesses across the world. The term unprecedented has been much-used over the past few months, but in…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Angela MacDonald, Deputy CEO and Second Permanent Secretary at HMRC. Listen to Angela and Jo discuss the…
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they had experienced increased abuse from customers during the coronavirus pandemic,…