Service with Respect - Protecting customer service workers during and beyond COVID-19

The Institute of Customer Service (ICS) has a clear vision that the UK as a “Service Nation” depends upon effective customer service as critical to a successful economy, business growth and governance. As organisations dealt with the initial impacts of the pandemic in 2020, ICS heard worrying reports from members of abuse being faced by customer-facing staff across multiple sectors. Cavendish Advocacy, Good Relations and the ICS saw an opportunity to drive change to protect frontline workers, to raise the issue in mainstream media and Westminster, to change societal mindsets that abuse of customer facing workers was unacceptable.