Build emotional connections to retain employees
By Jo Causon, CEO, The Institute of Customer Service It’s no secret that the nation is facing a severe skills…
A reset is needed to meet the challenges weāre facing
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities…
Managing the customer experience is a key element of risk management
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all…
Reality not rhetoric required on customer service claims
By Jo Causon, CEO, The Institute of Customer Service Fantastic support, excellent customer service, number one for customer satisfaction! Listening…
Webinar: Head to Head with Louise Beardmore (United Utilities)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
We must accelerate our response to the Green Agenda
By Jo Causon, CEO, The Institute of Customer Service Last weekās United Nations report on the effects of climate change…
The end of the āpingdemicā underlines our collective responsibility for effective service
By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to…
Supply chain problems could be an opportunity to rethink how we do things
By Jo Causon, CEO, The Institute of Customer Service Of the many challenges we have faced over the past year,…
Webinar: Head to Head with Gerry McGarry (Berry)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Customer Satisfaction Index improvement masks some significant challenges ahead
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July…
Webinar: Head to Head with Vicky Fordham-Lewis (Osborne Property Services)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
We need to protect all customer-facing staff from abuse and hostility across all sectors
By Jo Causon, CEO, The Institute of Customer Service Itās been a year since we launched our Service with Respect…
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.
