Service matters even more when things go wrong
There is never a good time for a businessās systems to go down, butĀ outages at a major bankĀ last week proved…
Response to Industry and Regulators Committee: Inquiry into UK regulators
Institute of Customer Service response to the Industry and Regulators Committee on UK regulators.Ā Ā
Are retailers equipped to serve their customers this Black Friday?
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers…
Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsmanās consultation on its Complaint Handling Code.Ā
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 our recent open letter calling…
Stopping the ongoing abuse of service workers
As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the…
Jo Causon on BBC Radio 5’s Wake up to Money
The Institute’s CEO Jo Causon appeared on BBC Radio 5’s Wake up to Money to discuss our Service with…
Retail giants call for abuse protection for staff
The Institute’s Service with Respect campaign is highlighted in an article by BBC News, where it reports that more…
Third of shop staff could quit jobs after assaults and abuse amid surge in verbal and physical attacks
The Institute’s latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily…
Three months in, what have we learnt about Consumer Duty?
Some of you may be surprised to hear that weāre already more than three months on from the start of…
Webinar: Head to Head with Ian Cameron (UK Power Networks)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Will AI make or break the service profession?
World leaders descended on Bletchley Park this week to try and crack the enigma of AI that delivers prosperity without…
Events and Training
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.
