Organisations across all sectors will have huge sections of their workforce whose services - temporarily at least ā they donāt require and canāt sustain. How they handle this dilemma will shape how theyāre viewed by employees and customers long into the future.
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.
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.
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
Brilliant organisations donāt 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 ā 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.
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
Can customer service leaders learn from Leicester City's triumph?
What's really needed from the Queen's speech
The election campaign has shown many themes across the parties that are very revealing of politicians thinking when it comes to customer service