Backing our essential workers: service with respect
By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown…
BBC Breakfast News: launching our ‘Service with Respect’ campaign
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more…
Webinar: Head to Head with Lord Karan Bilimoria (Cobra Beer)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Webinar: Head to Head with Helen Dickinson OBE (British Retail Consortium)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
As customer satisfaction flatlines, a focus on our service offering can drive economic recovery
By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses…
Businesses must lead the way in the āGreen Recoveryā
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and we begin the mammoth task of…
Inspirational stories: delivering service against the odds
In the last few months, we have been inviting our members and wider network to share examples of great and…
Webinar: Head to Head with Peter Farrer (Scottish Water)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Webinar: Head to Head with John Barnett (Npower)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Recognise excellent service to keep staff motivated for the task ahead
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Tough short-term decisions must not be at the expense of long-term performance and productivity
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Tops tips: Developing a culture of agility and innovation
The Covid-19 crisis has tested organisationsā agility, flexibility and innovation as never before: some organisations have planned and adapted better…
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.
