EE charges customers 50p to jump long customer service queues
Back in August 2014, EE introduced a service that enables customers to jump call centre queues if they pay a surcharge of 50p. Is this right? Should consumers have to pay more to get an acceptable standard of service?...More
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
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
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's happened to the service in customer service? Do we live in a culture of 'serve yourself, solve it yourself'?...More