Service matters even more when things go wrong
December 1, 2023There is never a good time for a business’s systems to go down, but outages at a major bank last week proved...
Are retailers equipped to serve their customers this Black Friday?
November 24, 2023Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers....
Open letter urges government to record assaults on public service workers in official statistics
November 21, 2023Our CEO Jo Causon is quoted in an article by retail-focused publication The Grocer, discussing our recent open letter...
Stopping the ongoing abuse of service workers
November 17, 2023As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the...
Nearly one-third (31%) of UK service workers consider leaving their role after abuse
November 15, 2023New data from the Institute of Customer Service finds 20% of those experiencing hostility have taken sick leave in the...
Jo Causon on BBC Radio 5’s Wake up to Money
November 14, 2023The 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
November 13, 2023The 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
November 13, 2023The Institute’s latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the...
Three months in, what have we learnt about Consumer Duty?
November 10, 2023Some of you may be surprised to hear that we’re already more than three months on from the start of...
Webinar: Head to Head with Ian Cameron (UK Power Networks)
November 7, 2023In 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?
November 3, 2023World 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)
November 2, 2023In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation...
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.