Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Alison Jaap, Customer Director at first direct. Watch Alison and Jo discuss how first direct strikes the…
By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right now. We are out of the crisis phase of Covid-19 and into a second, different phase. But we are by…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Dr Peter Carter OBE. Listen to Peter and Jo discuss leadership lessons learnt during the pandemic crisis…
Listen to Jo discuss why we are calling on the Government for a change to the law to protect customer service professionals against physical or verbal abuse. This should include not only shop workers, but all customer service workers from…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was David MacLeod OBE, Co-Founder of Engage for Success. Watch David and Jo discuss top tips on leadership…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Sian Fisher, CEO, Chartered Insurance Institute. Watch Sian and Jo discuss the biggest challenges and what the…
Listen to our Marketing and Communications Director, David Dagger, discuss the increase in hostility towards front-line staff and our Service with Respect campaign - calling to customers, Government and organisations to take action against abuse. Click on the button below…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Trafford Wilson, Executive Director of Customer Service, The Guinness Partnership. Watch Trafford and Jo discuss the biggest…
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity will help you get the attention of senior executives and decision-makers in your organisation. But if you are successfully to…
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment. It can be tempting to see customer service as a cost centre - an opportunity to make savings which quickly…