Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of…
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This…
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See…
Protect our customer-facing professionals, or risk a collapse in essential service provision
Itās hard to believe quite how much has changed in the mere week since I shared my last note with…
Webinar: Head to Head with Pat Fitzsimons (Hackney Foodbank)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Defining leadership
What qualities define a good leader? In uncertain and volatile times, itās a more relevant question than ever. Businesses need…
Webinar: Head to Head with Gareth Rhys Williams (Cabinet Office)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Focus on retaining and attracting talent, or risk a collapse in essential service provision
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned…
Supporting our people should be a business priority, year-round
This week marks Mental Health Awareness Week, and as I look at the plethora of headlines and social media posts…
Webinar: Head to Head with Richard Fearon (Leeds Building Society)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Striking the right balance at moments of high tension
Following last weekās Conservative Party Conference, the intense scrutiny on Liz Truss and her Government shows no sign of abating…
Jo Causon on NCSW 2022, BBC Radio Wales
Listen to the Institute’s CEO, Jo Causon, discuss the importance of National Customer Service Week as a celebration of customer…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
