Boring meetings Issues, incidents, risk events, screw ups, call them what you will, we all have them. Somewhere in your organisation somebody is logging them, categorising them and recording them. That somebody also has a target to reduce them. And every month they hold a meeting to discuss how they are doing. And — be honest — […]
Customer Complaints: Does Your Bank Act Like a 3 Year Old?
Part 1: How children behave There was a little girl Who had a little curl Right in the middle of her forehead When she was good she was very very good And when she was bad she was horrid I didn’t really understand that nursery rhyme until I had daughters. Now I have a couple […]
How to Deal with Customer Complaints
The Highways Agency (the people responsible for the state of the UK’s roads) have announced a plan to save money. You can read about it here. Currently if a member of the public complains about a pot hole on a major road the Highways Agency are duty bound to repair it (throw on a couple […]