…ey all have remarkably similar titles: Complaints data: Santander Barclays.com – UK complaints data Complaints data | HSBC Bank UK When you look at these pages they all tell you how many complaints they have had, what proportion of them were dealt with in 8 weeks and what proportion were upheld (the customer was found to have a valid complaint and was paid compensation). Are you picking up a pattern yet? In the UK the Financial Services Authority…
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My Favourite Pub
…ind a review about any product or service you like, and let’s be honest, if somebody is unhappy enough to write a bad review you tend to take note. What is the implication for business? If your service is poor and your staff are disengaged then it will be common knowledge across the world wide web pretty damn quick, and, more to the point there will be “other pubs nearby” recommended on the same page. There is a thought worth thinking. Oh, and my…
To Offshore or not Offshore?
Call-Centre.com has carried out a survey of consumer perceptions of UK versus Offshore call centres. The chart shows the results. Clearly the UK consumer prefers UK call centres (hardly a surprise), but they are so much more expensive. So should you go offshore, it is an emotive question, who should decide? There are two issues: 1. Can I make the service better? Can I train and retain the right staff? Can I provide the right systems and pro…
Never Trust a Single Number
…ld”? In the overall scheme of things is that a big number? Or just one we aren’t used to? It pays to be skeptical Whenever somebody starts quoting single numbers at you (journalists, managers, doctors, lawyers, or politicians — especially politicians) ask for a comparator a numerator or the history. And don’t forget, the bigger and more impressive that number sounds the more suspicious you really ought to be. Some numbers shouldn’t be trusted. If…
Selling an Idea
…collaborative. It says look what we have created together, the pen gets passed back and forward and it is far more engaging. On style You are not a hero, you are a mentor. Your job in a presentation is not to be a performer but to facilitate people’s thinking. To guide them towards your new idea. The audience should become the heroes by grabbing the idea. Engage. Did the audience laugh, did they clap? If your audience aren’t reacting to you…
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