KCOM backs Service with Respect campaign
We are pleased to announce that we have joined the Institute of Customer Service’s Service with Respect Campaign, which aims to support both staff and customers to achieve the best outcomes.
CEO Tim Shaw's Statement
“Service with Respect is a vital campaign to show we always have the best interests of both our customers and colleagues at heart. Our customer facing staff do a great job of dealing with a wide range of enquiries on a daily basis and this campaign demonstrates they have the support of the business should they need to have a difficult conversation with a customer. Through supporting respectful two-way conversations, we can achieve the best possible outcomes for both our customers and our customer service champions.”
Tim Shaw
KCOM CEO
About the Service with Respect Campaign
Launched in 2020, the Institute of Customer Service has been running this campaign to highlight challenges faced by customer-facing employees. Across industries—from retail to public services—the Institute has found that these employees have experienced increasing abuse in recent years.
Positive changes have been made to address this issue. In July 2022, a legal change introduced tougher sentencing for those who commit assaults against people providing a public service. This was a crucial first step in reducing hostility toward customer-facing staff.
KCOM’s Commitment to Customer Service
In October, KCOM celebrated National Customer Service Week, focusing on various themes surrounding customer service. A key theme explored was Service with Respect, as respect is at the core of everything we do. Respect strengthens relationships, creates a positive environment, and ensures our customer service professionals are supported and valued.
Introducing KCOM’s Service with Respect Policy
KCOM is proud to support the Service with Respect campaign led by the Institute of Customer Service, alongside hundreds of other nationwide companies. We stand with our colleagues to provide the support they need when facing abuse.
To reinforce our commitment, we are launching our own Service with Respect policy. This policy is designed to support and empower our customer-facing colleagues, giving them the ability to challenge and report abusive customer behavior.
By introducing safeguarding measures and our own policy, we are ensuring that our team members feel safe when interacting with the public.
To learn more about the Institute of Customer Service and their efforts to support customer-facing roles, visit their website here. If you would like to join in supporting the campaign, please fill out the form here.