Leadership Archives ⋆ Page 18 of 19 ⋆ Institute of Customer Service

Relaxation of lockdown limitations must be met with responsibility

May 13, 2020
Jo Causon

Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that where the board takes responsibility for customer experience, employee engagement increases and levels of customer satisfaction rise. Ultimately in the longer-term higher levels of performance emerge.

Delivering Service during Challenging Times Top Tips

Lead and engage your team during the COVID 19 crisis

May 6, 2020
The Institute of Customer Service

Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a service context, we’ve put together recommended practices and tips to help you lead and engage your team.

CEO Statement Featured Homepage

What businesses learn from the COVID-19 crisis will shape their future

May 5, 2020
Jo Causon

To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks - and provide a clear framework for what should be taken forward, and what should be discarded.

CEO Statement Featured Homepage

Now is the time for leaders to take stock of learnings from the COVID-19 crisis

April 28, 2020
Jo Causon

As the lockdown continues, tensions will inevitably rise - and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.

Head to Head Interview

Leadership comes to the fore in difficult times – Jo Causon & Dr Liz Jackson

April 9, 2020
The Institute of Customer Service

How can you make the right decisions for your business in the face of uncertainty? What will that mean for your staff, customers and company reputation? In this insightful audio interview, Dr Liz Jackson MBE, Marketing Director at BCMS, talks to Jo Causon, CEO of the Institute of Customer Service, about the many challenges business leaders are facing in the current situation.

CEO Statement Featured Homepage

Innovative thinking necessary to navigate the COVID-19 crisis

April 8, 2020
Jo Causon

Organisations across all sectors will have huge sections of their workforce whose services - temporarily at least – they don’t require and can’t sustain. How they handle this dilemma will shape how they’re viewed by employees and customers long into the future.

Head to Head Interview

Video: CEO Interview on deliver excellent customer service during these challenging times

April 7, 2020
The Institute of Customer Service

Head 2 Head: Jo Causon explains to Craig Elvin at Executive Heads why Customer Service is at the beating heart of the UK economy, why Customer Service employees should receive greater recognition and how businesses can deliver excellent customer service during these challenging times.

Delivering Service during Challenging Times Top Tips

Top tips for maintaining great service in challenging times

March 31, 2020
The Institute of Customer Service

Due to the COVID-19 crisis, many traditional ways of working are no longer viable. A new normal is being established - and we are all grappling with the challenges and opportunities it presents. We reached out to our network of Vice Presidents - business leaders from across the UK in a range of sectors for their top tips on maintaining great service through these challenging times.

CEO Video Delivering Service during Challenging Times

CEO Video: The importance of service in a time of crisis

March 30, 2020
The Institute of Customer Service

The Institute's CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking after vulnerable customers and driving a service nation

CEO Statement Featured Homepage

Maintaining and building customer loyalty during the COVID-19 crisis

March 26, 2020
Jo Causon

Brilliant organisations don’t do something to be seen to be doing it. They do it because it is relevant to their purpose and the right thing to do. As part of our Inspiring a Service Nation campaign – developed and launched before we knew of the impending crisis - we have been calling on businesses to stand up and be counted for the good of the country.

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