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.
Customer Service Root Cause Analysis (9 Feb 2024)
From the latest UKCSI in July, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues…
Reflecting on National Customer Service Week: the value of inspiring a service nation
As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses celebrated their teams, teams celebrated their service heroes, and one message rang loud and clear throughout it all: the value…
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.
Webinar: Head to Head with Francesca Rea (New Day)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Francesca Rea, Director of Customer Service & Service Delivery at NewDay. Listen to Jo…
Handling Challenging Customer Interactions (22 Jan 2024)
SOLD OUT. The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer…
Handling Challenging Customer Interactions (24 April 2023)
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop,…
Handling Challenging Customer Interactions (9 Dec 2022)
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop,…
Jo Causon on NCSW 2022, BBC Radio Wales
Listen to the Institute's CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer service excellence on BBC Radio Wales: