Build emotional connections to retain employees
September 7, 2021By Jo Causon, CEO, The Institute of Customer Service It’s no secret that the nation is facing a severe skills...
A reset is needed to meet the challenges we’re facing
September 1, 2021I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities...
Managing the customer experience is a key element of risk management
August 31, 2021By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all...
Reality not rhetoric required on customer service claims
August 25, 2021By Jo Causon, CEO, The Institute of Customer Service Fantastic support, excellent customer service, number one for customer satisfaction! Listening...
Webinar: Head to Head with Louise Beardmore (United Utilities)
August 24, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
We must accelerate our response to the Green Agenda
August 19, 2021By Jo Causon, CEO, The Institute of Customer Service Last week’s United Nations report on the effects of climate change...
The end of the ‘pingdemic’ underlines our collective responsibility for effective service
August 13, 2021By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to...
Supply chain problems could be an opportunity to rethink how we do things
August 3, 2021By Jo Causon, CEO, The Institute of Customer Service Of the many challenges we have faced over the past year,...
Webinar: Head to Head with Gerry McGarry (Berry)
July 30, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Customer Satisfaction Index improvement masks some significant challenges ahead
July 26, 2021By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July...
Webinar: Head to Head with Vicky Fordham-Lewis (Osborne Property Services)
July 23, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
We need to protect all customer-facing staff from abuse and hostility across all sectors
July 21, 2021By Jo Causon, CEO, The Institute of Customer Service It’s been a year since we launched our Service with Respect...
Events
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.