Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Angela MacDonald, Deputy CEO and Second Permanent Secretary at HMRC. Listen to Angela and Jo discuss the…
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their doors, society appears to be settling in to the ‘new normal’. However, a worrying trend has begun to emerge, with…
By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown has been a rising appreciation of the invaluable work that our essential workers perform. Health workers have obviously been in…
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re being asked to perform extra duties, some of which may…
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they had experienced increased abuse from customers during the coronavirus pandemic,…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Lord Karan Bilimoria, Founder of Cobra Beer. Watch Karan and Jo discuss attitudes that lead to innovation…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Helen Dickson OBE, CEO, British Retail Consortium. Watch Helen and Jo discuss lessons learnt during the Covid-19…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Below are some inspiring stories submitted to us showcasing these examples of really going…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Peter Farrer, Chief Operating Officer, Scottish Water. Watch Peter and Jo discuss Scottish Water's crisis management during…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was John Barnett, Director of Operations (Energy Services), Npower. Watch John and Jo discuss the impacts and changes…