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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.
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
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.
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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- So, what is strategy?, https://t.co/mb5LObODvV #CX #CEM 2 hours ago
- Forget Customer Experience without Employee Experience, https://t.co/c4pCftxe0o #CX #CEM 17 hours ago
- NPS® – Understanding the Traps!, https://t.co/z9MCkyOpDq #CX #CEM 1 day ago
- So true.... https://t.co/5YMf8KMYFC 2 days ago
- Service Recovery vs. ‘Right First Time’ – Which is better?, https://t.co/JpTZXYAL1J #CX #CEM 2 days ago
- @jonfozz I'm a Labour party member but have lost faith in Corbyn . Usually vote Lib Dems, as my MP is liberal. 2 days ago
- @jonfozz 1. Revoke article 50 2. General election 3. Peoples vote (realistic options, no lies) 2 days ago
- Inertia should never been mistaken for loyalty, https://t.co/muQ3B6M4Us #CX #CEM 2 days ago
- Was Blumenthal Wrong?, https://t.co/4Z8HXS6gMe #CX #CEM 3 days ago
- Friends and Family Test – Will NPS® work for the NHS?, https://t.co/ehpAsowHkt #CX #CEM 3 days ago
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