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:
In the face of a storm, let’s not abandon our strongest defences
Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for the nation will have business leaders - and their people - feeling uneasy. In times of economic downturn, it is…
Support customer-facing staff so they can support the business
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or more challenging. The headlines are rightly dominated by the strain…
Handling Challenging Customer Interactions (29 Sept 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,…
Organisations need to reset to avoid customer service downward spin
It has been a really testing couple of years for individuals, families and businesses – and the service industry has performed wonders to keep things going. Without doubt, the true value of service shone through during the worst of the…
Continually upskilling our workforce is essential for our future as a service nation
Recent headlines bring into sharp focus that we are living through one of the most volatile periods in history. In addition to the challenges post-Covid and the escalating cost of living crisis, reports of a so-called ‘summer of discontent’ present yet…
From street parties to farm shops – why localism should form part of your service strategy
This week’s Jubilee celebrations come at a strange time for the country - in the wake of supply chain issues, the emerging post pandemic challenges, and the geopolitical uncertainty. Add to that to rising inflation and the escalating cost of…
Polarisation: how are we going to manage the fact that we can’t have everything for nothing?
With prices rising at their fastest rate for 40 years, it’s clear that it’s a tough time for businesses and customers across the board. The latest inflation figure is 9% and that figure is expected to rise even higher this…
The urgent need for moral leadership
In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how tumultuous the world is, the need for robust and moral leadership feels more critical than ever. Unfortunately, positive examples in…