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Legislation and customer service
February 19, 2014Legislation can help protect customers, but excellent customer service requires sustained focus from organisations
The 2014 Annual Conference from the Institute of Customer Service
January 16, 2014The Institute of Customer Service Annual Conference has become a key fixture for all those wishing to gain insight and...
Giving evidence on complaint handling: Public Administration Select Committee
January 8, 2014A review and summary of evidence given by CEO Jo Causon as a member of the expert witness panel investigating...
Meeting the cost of social care: the role of customer service standards in promoting quality and value for money
January 8, 2014Much of the debate following the budget has focused on whether the government has struck the right balance between stimulating...
Are you being engaged? (2014)
January 8, 2014Employee engagement and its influence on customer satisfaction and buying behaviour
Blog, tips, research and updates…
A manifesto for building a Service Nation and a healthy economy
Those who follow our weekly updates and recent media appearances know that I have been…
Jo Causon as independent expert on BBC Radio 5’s Wake up to Money
The Institute's CEO Jo Causon joined BBC Radio 5's Wake up to Money once…
Boosting the UK economy: investing in service to break out of the ‘doom loop’
May has so far been a mixed month in terms of economic news. The latest forecast from…
Bloomberg: Bad Service Is in England’s Cultural DNA
A recent Bloomberg article on the decline in UK customer service discusses research from our…
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