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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...
Employees facing increased customer hostility as lockdown eases
July 22, 2020New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds...
BBC Breakfast News: launching our ‘Service with Respect’ campaign
July 20, 2020Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more...
Webinar: Head to Head with Lord Karan Bilimoria (Cobra Beer)
July 20, 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 Helen Dickinson OBE (British Retail Consortium)
July 15, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As customer satisfaction flatlines, a focus on our service offering can drive economic recovery
July 13, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses...
Businesses must lead the way in the ‘Green Recovery’
July 13, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and we begin the mammoth task of...
Inspirational stories: delivering service against the odds
July 12, 2020In the last few months, we have been inviting our members and wider network to share examples of great and...
Webinar: Head to Head with Peter Farrer (Scottish Water)
July 7, 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 John Barnett (Npower)
July 1, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Blog, tips, research and updates…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors –…
Head to Head with Matthew Pratt (Redrow)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Building a thriving future through the Service Nation
It is always a great pleasure to hold our Annual Conference, when we bring together…
Customer service: the boardroom imperative for today and tomorrow
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our…
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