Hospitality staff say frustrated customers have left them demoralised and upset with some at "breaking point". Our CEO, Jo Causon, advises on what business can do to support their customer-facing staff. To find out more about our Service with Respect…
Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month in lost staff time, research has found. As firms struggle to cope with global supply issues and a staffing crisis,…
Businesses need to be flexible and transparent with their customers who face rapid price rises - in order to get loyalty in return, according to the Institute of Customer Service. Nearly six in 10 consumers (58%) said low prices would…
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. The Guardian covers the rise in violent and abusive behaviour towards shop workers in…
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties for abusing customer-facing workers much harsher. BBC News covers the rise in violent and abusive behaviour towards shop workers in…
Watch Ian King (Sky News) interview Jo Causon, the Institute's CEO, to discuss the amendment to the Sentencing Bill and new legislation protecting frontline staff from abuse as a result of our Service with Respect Campaign. https://icsmail.wistia.com/medias/rfgbi8rg41
The issue of prestige for frontline service workers - FT 6 April Want to Understand Power in the 21st Century - is critical for the UK's service economy. Customer-facing staff account for 61% of the nation's workforce. They are the very…
BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up with Covid excuse for bad service Customers have appreciated improvements or innovation in service such as better scheduling to avoid…
"With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because of the rising levels of abuse they face at the hands of customers. To avoid this all retailers should look…
"Good customer service is only possible where an organisation is clear about what it is trying to do, who it is trying to serve, and then actually delivers on that. It is about being very clear about the purpose and…