"With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because of the rising levels of abuse they face at the hands of customers. To avoid this all retailers should look…
By Jo Causon, CEO, The Institute of Customer Service As we start to see a further loosening of Covid-related restrictions, businesses and customers alike will hopefully have more reasons for optimism come 19 July. What is clear as we emerge…
By Jo Causon, CEO, The Institute of Customer Service June has seen many people and organisations across the world celebrate Pride month - with activities ranging from the launch of new, Pride-themed products to raise money for LGBTQI+ charities to…
"Good customer service is only possible where an organisation is clear about what it is trying to do, who it is trying to serve, and then actually delivers on that. It is about being very clear about the purpose and…
By Jo Causon, CEO, The Institute of Customer Service As I have said time and again throughout the past year, I truly believe that the millions of hard-working employees within our organisations will be the bedrock of our nation’s economic…
"Businesses that fail to bring greener products and services to market could see sales decline over the next five years."Â Read the full article in Talking Retail:
"With everything the past year or so has thrown at us, it is hard to overplay the impact it has had on the nation's psyche. Many of the changes caused by the pandemic were quick-fix, temporary measures which we…
Watch our CEO, Jo Causon, share our priorities for the next few months and how we are helping you navigate the new post-pandemic world ? Quick links: Virtual training sessions Annual General Meeting (AGM) Research Hub Annual Conference UK Customer…
By Jo Causon, CEO, The Institute of Customer Service It feels like the past week has seen a step change in the national psyche. The UK economy is predicted to grow at its fastest rate in more than 70 years,…
By Jo Causon, CEO, The Institute of Customer Service As the vaccine rollout continues and hospitality and retail venues open their doors, there is a sense of optimism in the air that things are steadily returning to something resembling normality.…