By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets Authority suggests Britons receive some of the worst customer service in Europe; a fact it puts down to reduced competition…
By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many will be keen to forget, I’ve been giving pause to reflect on what has been one of the most challenging…
By Jo Causon, CEO, The Institute of Customer Service As regional lockdowns continue to come into force up and down the country, it is clear that we are entering the next phase of the Coronavirus crisis. After a brief period…
By Jo Causon, CEO, The Institute of Customer Service There is no doubt that we have now entered a third phase of dealing with the Covid pandemic. The first phase was characterised by a strong sense of ‘all in it…
By Jo Causon, CEO, The Institute of Customer Service It is now ten weeks since we launched our Service with Respect campaign in response to the worrying rise in instances of hostility being faced by customer service staff throughout the…
For Wednesday's Recognition theme in National Customer Service Week, our CEO Jo Causon held a practical session with Fran Rea, Director of Customer Service & Service Delivery at NewDay; Kathryn O’Brien, Customer Experience Director at TransPennine Express; Stephen Shaw, Head…
By Jo Causon, CEO, The Institute of Customer Service I wrote a few months ago about a new campaign launched by the Institute - Service with Respect - in response to the worrying rise in instances of hostility being faced…
By Jo Causon, CEO, The Institute of Customer Service The government’s announcement earlier this week of a raft of new coronavirus restrictions marks entry in a new period of challenge and uncertainty for businesses across the county. It also serves…
By Jo Causon, CEO, The Institute of Customer Service Over six months on, the impact of the Coronavirus pandemic continues to send shockwaves through our economy, not least our traditional high streets. The latest headlines show a sustained fall in…
By Jo Causon, CEO, The Institute of Customer Service As schools reopen and an increasing number of people return to the office, things may be feeling somewhat more ‘normal’. However, the uncertainty we have seen over the past six months…