By Jo Causon, CEO, The Institute of Customer Service Six months on from the start of the Coronavirus crisis, it feels like weâre at somewhat of a juncture. As schools reopen, employees begin to return to an office environment and…
By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right now. We are out of the crisis phase of Covid-19 and into a second, different phase. But we are by…
By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a huge blow to our economy, not least our service sector. The impact of mass closures and rising unemployment levels have…
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 ânew normalâ. However, a worrying trend has begun to emerge, with…
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 theyâre being asked to perform extra duties, some of which may…
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and we begin the mammoth task of rebuilding our economy and society, increasing questions are being raised as to how the world will â and should â…
The Covid-19 crisis has tested organisationsâ agility, flexibility and innovation as never before: some organisations have planned and adapted better than others. In the evolving ânew normalâ business environment these attributes will be crucial in determining whether organisations succeed, or…
As the saying goes, necessity is the mother of invention â and as businesses continue to face the enormous challenges brought about by the Coronavirus pandemic, this has never felt more relevant.
We should recognise that the crisis also brings with it a unique opportunity to re-set and restructure our organisations in a way that meets a wider set of objectives to purely the financial ones.
In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown