With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns will soon be getting into full swing. Political parties are publishing and promoting their manifestos, as well as formulating their…
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and very welcome step in the right direction. Classifying assaults on shopworkers as a distinct criminal offence is a sign of…
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving the customer service agenda and think about how we can…
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green shoots of recovery” last week should be a cause for optimism for businesses across the UK. But with the ongoing pressures of rising costs, supply…
If you are reading these columns regularly, then you will already know how vocal I have been about the need to safeguard service professionals and how pleased we were to get some breakthrough 20 months ago with an amendment to…
Happy new year to everyone. I hope you had a restful break after a busy service season. January is a time to reflect and set ambitions and aspirations for the year ahead. Unlike the many New Year’s resolutions that will…
Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement around abuse of public-facing staff, with a focus on the financial services industry.
Our CEO Jo Causon is quoted in an article by retail-focused publication The Grocer, discussing our recent open letter calling on the policing minister to ensure assaults on public service workers are recorded in official crime statistics.
As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the unacceptable levels of abuse that service staff across all sectors were experiencing. The catalyst for this was a dramatic rise…
The Institute's CEO Jo Causon appeared on BBC Radio 5's Wake up to Money to discuss our Service with Respect campaign. The campaign reveals one-third of UK service workers consider leaving their role after abuse, as more than 55…