How to give the customer a good experience: the case of talent acquisition

Susie Schofield writes: Our experience at FJWilson Talent Services (FJWTS) teaches us that talent companies need to retain a balance: they need to meet the needs of both candidates and customers (that is, the hiring managers). Here we illustrate our approach for achieving this, using our work for the Institute of Customer Service (ICS) and the… Read More

How to create an engaged workforce

Susie Schofield writes: In this three-part series, we speak to Jo Causon, Chief Executive of the Institute of Customer Service, the independent, professional membership body for customer service. The Institute is a recent client of FJ Wilson Talent Services (FJWTS). Jo has been CEO of the Institute since 2009 and in that time has driven membership… Read More

How does employee engagement improve customer service?

Susie Schofield writes: In this, the second post in a series of three, we speak to Jo Causon, Chief Executive of the Institute of Customer Service, the independent, professional membership body for customer service. The Institute helps its members improve their customers’ experience and their own business performance. Jo has been CEO of the Institute… Read More

Customer service: it’s a strategic asset

Susie Schofield writes: Customer service has always been integral to the FJWilson Talent Services’ business strategy. In this three-part series, we speak to Jo Causon, Chief Executive of The Institute of Customer Service, the independent, professional membership body for customer service. The Institute helps its members to improve their customers’ experience and their own business… Read More