Despite a rocky start to the financial year, data on the UK jobs market earlier this week provided some timely relief from lingering economic gloom. Encouragingly, job vacancies saw the fastest monthly increase in three years – a promising sign for business…
Our CEO Jo Causon was recently interviewed for a feature story in Safety Management Magazine, where she discusses The Institute of Customer Service's Service with Respect campaign to protect customer-facing workers from hostility and abuse. Jo discussed our research into…
As part of our National Customer Service Week celebrations, CEO Jo Causon appeared on BBC Radio 4's You and Yours to discuss some new research showing the cost of poor service in the retail sector. Jo discusses our own UK…
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…
In an interview on BBC Radio 5 Live, Jo Causon discusses new research commissioned as part of our Service with Respect campaign to highlight unacceptable abuse of customer-facing staff. She also highlights The Institute's key asks of Government, business, and…
CEO Jo Causon on abuse of customer facing staff: "We (as business leaders) need to stand up and say this is not acceptable behaviour". Our CEO Jo Causon was invited to the BBC Breakfast studio to discuss the latest survey…
In what has been a busy week for economic data, the Office for National Statistics’ latest labour market overview released on Tuesday caught my attention – revealing marginal drops in job vacancies and unemployment compared to previous periods. Other economic data announcements…
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…
The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britain’s shopworkers, represents a significant and very welcome step in the right direction. Classifying assaults on shopworkers as a distinct criminal offence is a sign of…