These interactions can sometimes involve frustration, confusion and urgency.

Recently, while hotdesking with the team, one of our Heads of Department witnessed a powerful example of empathy in action. A distressed learner was struggling to locate a certificate for one of our older qualifications, which was essential for a job they had long hoped to secure. The adviser calmly guided the conversation, asking thoughtful questions to ease the learner’s anxiety and build rapport.

After a thorough search, the adviser located the certificate and called the learner back straight away. They explained, with clarity and compassion, that a re-certification fee was required. The learner was relieved and delighted, and the conversation ended on a positive note.

This moment highlights a core truth: the way we communicate with customers is crucial. When we show we’re aligned with them and working in their best interests, it makes delivering necessary actions smoother. The process becomes a shared journey.

As we mark Service with Respect Day on Tuesday, Rachel Hobson, Head of Awarding Organisation Operations at NOCN Group, reflects:

“The training our customer service teams receive is rooted in our values as a leading educational charity. We are dedicated to treating our customers with the same respect we ask of them - beginning with the tone and approach from the very first interaction.”

The Institute of Customer Service’s campaign reinforces an important message: abuse towards service professionals is never acceptable. Every customer interaction should be grounded in respect. To help, resources are available to support colleagues in handling challenging conversations with confidence and care. At NOCN, we are also developing a policy to further support our customer-facing teams.

Click here to listen to the CEO of Service with Respect, Jo Causon, as she explores the growing concern of hostility directed at customer service professionals – an issue affecting individuals across all sectors.