By Jo Causon, CEO, The Institute of Customer Service As regional lockdowns continue to come into force up and down the country, it is clear that we are entering the next phase of the Coronavirus crisis. After a brief period…
By Jo Causon, CEO, The Institute of Customer Service There is no doubt that we have now entered a third phase of dealing with the Covid pandemic. The first phase was characterised by a strong sense of ‘all in it…
By Jo Causon, CEO, The Institute of Customer Service It is now ten weeks since we launched our Service with Respect campaign in response to the worrying rise in instances of hostility being faced by customer service staff throughout the…
By Jo Causon, CEO, The Institute of Customer Service I wrote a few months ago about a new campaign launched by the Institute - Service with Respect - in response to the worrying rise in instances of hostility being faced…
By Jo Causon, CEO, The Institute of Customer Service Nearly every business works with a range of suppliers on whom they depend for materials, products or services and the recent months have brought this into even sharper relief! Effective procurement…
By Jo Causon, CEO, The Institute of Customer Service The government’s announcement earlier this week of a raft of new coronavirus restrictions marks entry in a new period of challenge and uncertainty for businesses across the county. It also serves…
By Jo Causon, CEO, The Institute of Customer Service Over six months on, the impact of the Coronavirus pandemic continues to send shockwaves through our economy, not least our traditional high streets. The latest headlines show a sustained fall in…
By Jo Causon, CEO, The Institute of Customer Service As schools reopen and an increasing number of people return to the office, things may be feeling somewhat more ‘normal’. However, the uncertainty we have seen over the past six months…
By Jo Causon, CEO, The Institute of Customer Service Six months on from the start of the Coronavirus crisis, it feels like we’re at somewhat of a juncture. As schools reopen, employees begin to return to an office environment and…
By Jo Causon, CEO, The Institute of Customer Service As school summer holidays come to an end and the government encourages a mass return to the office, attention for many organisations is turning to if, and how, to bring employees…