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…
Webinar: Head to Head with Lesley Taylor (Cosmos Tours)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Recording of 7 Key Themes for Successful Service Leaders
In todayās challenging and ever-evolving world,Ā the role of the professional Customer Service Leader has never been more demanding. With competing…
The Telegraph: Self-checkouts to wipe out hundreds of Christmas jobs
The Institute’s CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where she…
Seeing the whole of customersā needs ā not just taking an insular view
Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need…
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.
