CEO Statement ⋆ Page 19 of 19 ⋆ Institute of Customer Service

The right training is key to delivering brilliant service – and keeping furloughed staff engaged and ‘match-fit’

April 21, 2020
Jo Causon

We will, eventually, move past this. And when we do, those businesses that have done the right thing by customers and employees - and been genuine and true to their purpose - will be in the strongest position to rebound.

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The COVID-19 pandemic has proven just how vital our service nation is

April 15, 2020
Jo Causon

Now is the time to harness our knowledge, capabilities and innovation, to engage with employees and customers to truly become a service nation that is recognised and admired across the world.

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Innovative thinking necessary to navigate the COVID-19 crisis

April 8, 2020
Jo Causon

Organisations across all sectors will have huge sections of their workforce whose services - temporarily at least – they don’t require and can’t sustain. How they handle this dilemma will shape how they’re viewed by employees and customers long into the future.

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Maintaining and building customer loyalty during the COVID-19 crisis

March 26, 2020
Jo Causon

Brilliant organisations don’t do something to be seen to be doing it. They do it because it is relevant to their purpose and the right thing to do. As part of our Inspiring a Service Nation campaign – developed and launched before we knew of the impending crisis - we have been calling on businesses to stand up and be counted for the good of the country.

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