By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of our essential workers has once again been thrust into the…
By Jo Causon, CEO, The Institute of Customer Service As we enter the new year, environmental and sustainability concerns have arguably never been higher on the agenda. The incoming Biden…
Watch below the Breakthrough Research Launch on Green Goes Mainstream? Customer service and the green agenda. The Institute's CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked…
By Jo Causon, CEO, The Institute of Customer Service To begin my first column of 2021, I’d like to wish you all a very happy New Year. I hope you…
In the current environment, many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in…
Many of us have faced up to reshaping into different team setups over the last year and the need for evolution and change is expected to continue in the future…
None of us want to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number…
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get…
Watch Simon Wilkes MMICS, Business Enablement Manager at NatWest discuss his experience of The Institute's Management Qualification programme.