By Jo Causon, CEO, The Institute of Customer Service The latest phase of the Covid-19 pandemic has brought with it a fresh wave of uncertainty. Businesses across the country are busy dealing with the immediate challenges brought on by increased…
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…
Listen to our Marketing and Communications Director, David Dagger, discuss the increase in hostility towards front-line staff and our Service with Respect campaign - calling to customers, Government and organisations to take action against abuse. Click on the button below…
By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a huge blow to our economy, not least our service sector. The impact of mass closures and rising unemployment levels have…
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an enormous strain on businesses across the world. The term unprecedented has been much-used over the past few months, but in…
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their doors, society appears to be settling in to the ‘new normal’. However, a worrying trend has begun to emerge, with…
By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown has been a rising appreciation of the invaluable work that our essential workers perform. Health workers have obviously been in…
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re being asked to perform extra duties, some of which may…
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more than half of employees (56%) in the survey said they had experienced increased abuse from customers during the coronavirus pandemic,…