By Jo Causon, CEO, The Institute of Customer Service It is now ten weeks since we launched our Service with Respect campaign in response to the worrying rise in instances of hostility being faced by customer service staff throughout the…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Alison Jones, Group Managing Director UK & Senior Vice President at PSA Group, which comprises of Peugeot,…
For Wednesday's Recognition theme in National Customer Service Week, our CEO Jo Causon held a practical session with Fran Rea, Director of Customer Service & Service Delivery at NewDay; Kathryn O’Brien, Customer Experience Director at TransPennine Express; Stephen Shaw, Head…
By Jo Causon, CEO, The Institute of Customer Service I wrote a few months ago about a new campaign launched by the Institute - Service with Respect - in response to the worrying rise in instances of hostility being faced…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Richard Pash, Director of UK Marketing, Zurich. Watch Richard and Jo discuss practical top tips on helping…
By Jo Causon, CEO, The Institute of Customer Service As schools reopen and an increasing number of people return to the office, things may be feeling somewhat more ‘normal’. However, the uncertainty we have seen over the past six months…
By Jo Causon, CEO, The Institute of Customer Service Six months on from the start of the Coronavirus crisis, it feels like we’re at somewhat of a juncture. As schools reopen, employees begin to return to an office environment and…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Alison Jaap, Customer Director at first direct. Watch Alison and Jo discuss how first direct strikes the…
By Jo Causon, CEO, The Institute of Customer Service As school summer holidays come to an end and the government encourages a mass return to the office, attention for many organisations is turning to if, and how, to bring employees…
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…