BBC Radio 4 You and Yours: Expert Comment by Jo Causon
Listen to Jo Causon on BBC Radio 4's You and Yours, where she discussed the recent decline in customer service and its impact on consumers, businesses, and the wider economy.
The Telegraph: ‘I called up Barclays for help, but the WFH agent was too busy with her dog’
The Institute of Customer Service's UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers when service staff are working from home.
Response to Ofwat consultation: Service for all – Ofwat’s draft vulnerability guidance for water companies supporting customers who need extra help
Institute of Customer Service response to Ofwat’s consultation on its draft vulnerability guidance for water companies.
Response to the Regulator of Social Housing: Consultation on the consumer standards
Institute of Customer Service response to the Regulator of Social Housing’s consultation on consumer standards.
Recording of Customer Service Skills now and for the Future – follow up session
A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a greater level of professionalism. During our interactive webinar, we explored the changing environment and the skills and behaviours required to…
Recording of our Top Tips on Writing Winning Awards Entries
To round up a successful National Customer Service Week we have had a great session on Top Tips on writing winning Awards Entries. with David Dagger, Director of Communications & Corporate Affairs and joined by Mike Faulkner – Chair of…
The Economist: Customer service is getting worse – and so are customers
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below:
The ROI of the service agenda is clear – and we need to keep getting the message across
Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return on investment of the customer service agenda. The study showed that there is a clear dividend for those organisations that…
The Sunday Times: What went wrong with Britain’s customer service
Jo Causon, the Institute's CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in customer service, and what business can learn from who is doing it right.
The Grocer – M&S’s FTSE return shows the power of customer service
Jo Causon, the Institute's CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.