The service agenda is key to driving economic growth and commercial prosperity – and yet, two challenging things are happening simultaneously that we urgently need to address. On the one hand, it is a sad truth that instances of abusive…
It is good to be back after some time away over the summer. There is something energising about a late summer break and having the opportunity to reflect on the year as we approach the final quarter of the calendar…
Regular readers will be well aware that the deployment of new technology, including AI, has been a recurring theme for The Institute and our members. As these technologies continue to develop, there is no doubt that they will have a…
I’m sure the potential outcome of the upcoming General Election will remain front of mind for many of you right up to the final whistle. However, while the Institute looks forward to engaging the next Government on a range of…
With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns will soon be getting into full swing. Political parties are publishing and promoting their manifestos, as well as formulating their…
If you are reading these columns regularly, then you will already know how vocal I have been about the need to safeguard service professionals and how pleased we were to get some breakthrough 20 months ago with an amendment to…
As many of you will know, back in July 2020 we launched Service with Respect, a campaign to address the unacceptable levels of abuse that service staff across all sectors were experiencing. The catalyst for this was a dramatic rise…
It’s been just over a year since we successfully achieved a change in the law with our Service with Respect campaign to make the abuse of public-facing staff an aggravated offence. We are proud to have spearheaded a cross-party, cross-sector, and cross-society…
Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in the UK continues to impact customer service staff significantly, with nearly half of frontline service workers experiencing hostility from customers…
It has been a busy week at The Institute, as we have launched the latest round of research as part of our ongoing Service with Respect campaign. Sadly, it had not painted a positive picture, with nearly half of our…