Response to Ofwat’s consultation on the methodology for PR24
Institute of Customer Service response to Ofwat’s consultation on the methodology for PR24.
Standing up for those who continue to put work first
As schools return and holiday season draws to a close for most workers, it is important that we, as service…
Connecting real empathy with technological efficiency
This week, we launched our latest insight report – “A Connected World? Ensuring the right blend of people and technology…
Don’t delude yourself that technology will solve all service problems
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome…
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 nation’s 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. Jo’s recent…
In the face of a storm, let’s not abandon our strongest defences
Last week’s 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 nation’s economic and societal future…
Resilience in the new environment
Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? 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. Jo’s recent…
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.
