Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now…
Service with Respect: new legislation protecting our frontline staff from abuse Watch Ian King (Sky News) interview Jo Causon, the Institute's CEO, to discuss the amendment to the Sentencing Bill and new legislation protecting frontline staff from abuse as a…
Service with Respect: Institute's CEO, Jo Causon combating abuse Listen to Jo's BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on essential workers. We are calling for Government and businesses to do…
Institute's CEO, Jo Causon, interviewed on Sky News on the current state of customer satisfaction Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing that customer satisfaction with businesses is…
Institute's CEO, Jo Causon, interviewed on BBC Radio Surrey & Sussex on over 65s experiencing poor customer service Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad customer service,…
New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely because of their age Those people treated badly said the most common experiences were being patronised and not being taken…
By Jo Causon, CEO, The Institute of Customer Service The ongoing impacts of the Covid-19 pandemic continue to create challenges across all sectors of our economy – and it is clear that businesses continue to face daily challenges to keep…
The Covid-19 crisis has tested organisations’ agility, flexibility and innovation as never before: some organisations have planned and adapted better than others. In the evolving “new normal” business environment these attributes will be crucial in determining whether organisations succeed, or…
Vulnerable customers can go unnoticed by organisations - if you’re not looking for the signs, you might easily miss them. It is important to assume that, potentially, all customers are vulnerable – there is no such thing as the ‘ideal’ customer. The CARE framework, for example, will help you to identify if a customer is vulnerable. Here are just some of the things you need to watch out for when you’re communicating with a customer:
A number of banks are yet to sign up to a new code of conduct that helps victims of fraud