Service and crisis management in a changing climate
We are increasingly seeing the impact of climate change in the here and now. Putting aside the underwhelming British weather,…
Organisations need to get back on top of the customer service agenda
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned…
Webinar: Head to Head with Chris Wright (Nottingham Trams)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
A year after the law change – Customer-facing workers still face abuse
Itās been just over a year since we successfully achieved a change in the law with ourĀ Service with RespectĀ campaign to…
Fastest fall in customer satisfaction since 2008 ā a vicious circle?
Itās been a busy couple of weeks since our latestĀ UK Customer Satisfaction IndexĀ was published, showing the sharpest drop in customer…
Understanding the value you provide customers
At the moment, businesses seem to be in the news for all the wrong reasons. Retail banks are just the…
Webinar: Head to Head with Francesca Rea (New Day)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Response to Ofwatās consultation on āPutting water customers firstā
Institute of Customer Service response to Ofwatās consultation on āPutting water customers firstā.Ā Ā
The business impact of inflation and rate rises
Last month, the Bank of England confirmed what many of us had feared: inflation continues at record rates.Ā The media has…
Webinar: Head to Head with David Roberts (Nu-Heat)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Webinar: Head to Head with Jo Upward (Platform Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Let’s see some true service leadership
We often talk about the UK as a ‘Service Nation’, but what do we mean by this? For me, it…
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.
