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Financial Times Weekend Magazine feature: How did customer service get so bad?
April 18, 2024Our CEO Jo Causon discusses the work of The Institute for a cover story feature interview in the Financial...
Protecting our service professionals – a cross-sector view
April 12, 2024The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and...
The Sunday Times: First Direct: inside the firm that gets customer service right
April 10, 2024The Institute’s UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist...
New beginnings: embracing the promise of Spring
April 4, 2024With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful...
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
March 28, 2024Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality...
Head to Head with Matthew Pratt (Redrow)
March 28, 2024In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
Building a thriving future through the Service Nation
March 27, 2024It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and...
Customer service: the boardroom imperative for today and tomorrow
March 22, 2024Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better...
Building the Service Nation, together
March 15, 2024It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, I’m humbled...
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
March 13, 2024Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated...
A reflection on diversity in leadership on International Women’s Day
March 8, 2024Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of...
Lessons in navigating the recovery – knowledge sharing is power
March 4, 2024After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green shoots of recovery” last week...
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Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Open letter urges government to record assaults on public service workers in official statistics
Our CEO Jo Causon is quoted in an article by retail-focused publication The Grocer, discussing…
Stopping the ongoing abuse of service workers
As many of you will know, back in July 2020 we launched Service with Respect,…
Nearly one-third (31%) of UK service workers consider leaving their role after abuse
New data from the Institute of Customer Service finds 20% of those experiencing hostility have…
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