Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in the UK continues to impact customer service staff significantly, with nearly half of frontline service workers experiencing hostility from customers…
It has been a busy week at The Institute, as we have launched the latest round of research as part of our ongoing Service with Respect campaign. Sadly, it had not painted a positive picture, with nearly half of our…
As we edge closer to the Coronation - and whether you are a republican, a royalist, or somewhere in between - it is clear the whole country is relishing the opportunity to enjoy a second bank holiday weekend in as…
Customer abuse of public-facing workers remains high, which is causing many call center workers to experience burnout as a result of unrelenting stress and pressure. To find out more about our Service with Respect campaign, click here.
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of frontline service staff have experienced hostility from customers, up 10% since February of this year. 34% think that their role…
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This has resulted in 40% of people thinking about leaving their role because of abuse they have faced. To find out…
It’s hard to believe quite how much has changed in the mere week since I shared my last note with you all. We have a new Prime Minister, our third in just seven weeks, and the sense of anxiety about…
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see the latest ONS Labour Market figures. They showed key sectors such as social work, food and financial services…
Following last week’s Conservative Party Conference, the intense scrutiny on Liz Truss and her Government shows no sign of abating as both politicians and members of the public voice their concerns. Like the rest of the country, they face hefty…
Tuesday saw new legislation providing greater protection to frontline service professionals from customer abuse come into effect. This comes after two years of campaigning and off the back of your support, for which we are very grateful. In the face of an…