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  • How much does poor Customer Service really cost businesses?

    How much does poor Customer Service really cost businesses?

    A recent article by Which? has revealed that the cost of poor customer service could be far more than businesses have previously imagined......More

  • HMRC Phone Systems one year on... a look behind the curtain

    HMRC Phone Systems one year on... a look behind the curtain

    Just when you thought your telephone dealings with HMRC couldn't be more stressful, along came Speech Recognition. Despite its reputation for being nationally loathed, incapable of recognising differing accents and even more frustrating than 'push button' menus, last year HMRC decided to roll out this software across the majority of their phone lines. 'Why?' we hear you ask… Good question....More

  • Our Cracking Christmas Guide

    Our Cracking Christmas Guide

    Every Christmas, amongst the celebrations and festivities you can always expect a few hiccups. Whether its a faulty present, or a missing food order, at such a busy time of year customer service issues can seem inevitable. But never fear, we've compiled a handy list of numbers and phone menu options to guide you through this season smoothly. ...More

  • What happened to the service in Customer Service?

    What happened to the service in Customer Service?

    What's happened to the service in customer service? Do we live in a culture of 'serve yourself, solve it yourself'?...More

  • Customer Engagement Summit

    Customer Engagement Summit

    I was invited to the Customer Engagement Summit held at Victoria Park Plaza at the end of November. There were an amazing number of delegates, nearly 600, and most major companies seemed to be there. I now attend many industry events and it’s always great to hear, on behalf of UK consumers, the many good things that companies are doing to try to help their customers and improve their experience....More

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