Leaders must balance business with human need in return-to-work plans
September 2, 2020By Jo Causon, CEO, The Institute of Customer Service As school summer holidays come to an end and the government...
Time to move forward and build for the future
August 30, 2020By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right...
Webinar: Head to Head with Dr Peter Carter OBE
August 26, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Our ‘Service with Respect’ campaign on BBC 4’s You and Yours
August 24, 2020Listen to Jo discuss why we are calling on the Government for a change to the law to protect customer...
Webinar: Head to Head with David MacLeod OBE (Engage for Success)
August 24, 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 Sian Fisher (Chartered Insurance Institute)
August 19, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Our Service with Respect campaign on BBC Cornwall
August 18, 2020Listen to our Marketing and Communications Director, David Dagger, discuss the increase in hostility towards front-line staff and our Service...
We cannot afford to rest on our laurels when it comes to service
August 17, 2020By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a...
Webinar: Head to Head with Trafford Wilson (The Guinness Partnership)
August 12, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Balance clear direction with agility to navigate uncertainty
August 10, 2020By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an...
Making the case for customer service in your organisation
August 7, 2020The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity...
How to define and measure the return on investment of customer service
August 5, 2020At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment....
Events
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.