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Our ‘Service with Respect’ campaign on BBC 4’s You and Yours
August 24, 2020Institute’s CEO, Jo Causon, was on BBC 4’s You and Yours to discuss our campaign ‘Back our Essential Workers –...
Webinar: Head to Head with David MacLeod OBE (Engage for Success)
August 24, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Webinar: Head to Head with Sian Fisher (Chartered Insurance Institute)
August 19, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
We cannot afford to rest on our laurels when it comes to service
August 17, 2020By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a...
Webinar: Head to Head with Trafford Wilson (The Guinness Partnership)
August 12, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Balance clear direction with agility to navigate uncertainty
August 10, 2020By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an...
Making the case for customer service in your organisation
August 7, 2020The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity...
How to define and measure the return on investment of customer service
August 5, 2020At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment....
Let’s think creatively about our high streets
August 3, 2020It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet,...
Webinar: Head to Head with Angela MacDonald CBE (HRMC)
July 29, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Organisations: adopt a zero tolerance approach to hostility and abuse
July 29, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their...
Backing our essential workers: service with respect
July 28, 2020By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown...
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