chief executive Jo Causon.

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Online bank First Direct has the best customer service in the UK, customers say, ousting John Lewis from the top spot

"Overall we are seeing the move away from a transactional economy to a relationship economy, where customers expect dialogue, not monologue. The organisations that adjust to this new environment quickest are the ones we see providing the best levels of customer service achieving business success," Chief executive Jo Causon of the Institute of Customer Service said.

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