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A Shedload of Trouble – Tigersheds Revisited

August 12, 2015

It has been three months since my last blog relating to Tigersheds and a lot has happened in the interim. Although my issue has been resolved, it would appear that other people are having similar problems to me. Within a couple of days of my first blog post, I received a phone call from a man at Tigersheds who said that they would like to discuss the issue with me.

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Doing the Opposite, Part 2: Stop Trying to Reduce the Number of Complaints

October 9, 2014

In the first blog of the ‘Doing the Opposite’ series we argued that call centres should consider not measuring ACDs. In part two we suggest that businesses shouldn’t be trying the reduce the number of complaints they receive… Complaints departments/ teams often see one of their key measures as being the number of complaints that they deal with; and they then try to reduce the number of complaints they get

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Service Recovery vs. ‘Right First Time’ – Which is better?

February 13, 2014

Instinctively you would assume that for businesses to get something “right 1st time” would be an ideal they should strive for.

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Should we be actively asking for complaints?

April 12, 2012

This is a tough mindset shift for some businesses, however this is the same message I deliver to many of my clients when developing Customer Experience and/ or Complaints Management programmes for them.

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