Webinar: Head to Head with Sian Fisher (Chartered Insurance Institute)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo鈥檚 guest…
Our Service with Respect campaign on BBC Cornwall
Listen to our Marketing and Communications Director, David Dagger, discuss the increase in hostility towards front-line staff and our Service…
We cannot afford to rest on our laurels when it comes to service
By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a…
Webinar: Head to Head with Trafford Wilson (The Guinness Partnership)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo鈥檚 guest…
Balance clear direction with agility to navigate uncertainty
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an…
Making the case for customer service in your organisation
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity…
How to define and measure the return on investment of customer service
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment…
Let’s think creatively about our high streets
It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet,…
Webinar: Head to Head with Angela MacDonald CBE (HRMC)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo鈥檚 guest…
Organisations: adopt a zero tolerance approach to hostility and abuse
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their…
Backing our essential workers: service with respect
By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown…
BBC Breakfast News: launching our ‘Service with Respect’ campaign
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more…
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.
