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 ÂŁ9bn a month…
Cost of living: firms warned consumers want more than low prices
Businesses need to be flexible and transparent with their customers who face rapid price rises – in order to get…
Helping the UK economy swerve a Catch-22 situation on service
Tuesday saw new legislation providing greater protection to frontline service professionals from customer abuse come into effect. This comes after two years…
Webinar: Head to Head with Gareth Turpin (Virgin Media O2)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent…
Shop workers blame cost of living stress for rising abuse
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties…
Cost of living: call for swift action on financial disputes
After almost two years of campaigning through our Service with Respect initiative, new legislation comes into effect making the penalties…
The rise of vulnerability and exclusion: supporting customers through challenging times
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are…
Organisations need to reset to avoid customer service downward spin
It has been a really testing couple of years for individuals, families and businesses – and the service industry has…
The summer of discontent
With passengers being advised not to travel on trains unless necessary next week and UK airlines told to cancel flights…
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.
