BBC News: UK Hospitality “urged all customers to treat staff with respect
Hospitality staff say frustrated customers have left them demoralised and upset with some at “breaking point”. Our CEO, Jo Causon,…
Inspiring the next generation on results day
Congratulations to all those who received their A-level results yesterday, and to all those who supported our nationās next generation…
Webinar: Head to Head with Aileen Evans (Grand Union Housing Group)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
In the face of a storm, let’s not abandon our strongest defences
Last weekās grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for…
Support customer-facing staff so they can support the business
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of…
Time for a re-think and re-set to save our Service Nation
As I follow the rolling news cycle, I cannot help but feel concerned about our nationās economic and societal future…
Resilience in the new environment
Is there a phrase more distinctively British than the stoic wartime imperative to ākeep calm and carry onā? Having watched…
Webinar: Head to Head with Linsey Jones (Centrica)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Record customer service complaints point to trouble ahead unless businesses take action
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the…
In defence of hard decisions – how to cut service effectively
It’s been a tough week for Heathrow’s John Holland-Kaye who, amidst ongoing travel chaos has been forced to announce a…
Facing up to the true cost of complaints
As we lean into the consequences of the cost of living crisis, it is important we continue to recognise and…
UK customer service complaints at highest level on record, research finds
Customer service complaints have hit their highest level on record and are costing British businesses more than Ā£9bn a month…
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.
