What is a reiteration relapse? The word reiteration means to say or do something again, or many times over. Relapse is often used when a person who, after a period of improvement, becomes ill again or starts exhibiting prior bad behaviours – they relapse into a previous habit or condition. Marrying these terms in a

Read full article

As consumers our expectations are too high. We demand too much. And we are too quick to point the finger. And when things go wrong, it’s easy to complain, moan, up-sticks and move to another supplier. It feels good to cheer when organisations are hit with fines and we revel telling them directly what we

Read full article

The good news for Call Centre Operations No doubt you’re already investing and working tirelessly on your Customer Experience Strategy. There’s a good chance you’ve identified the key issue areas, you’ve set a plan of action in place to address the symptoms and you’re working hard to evidence an improvement through your standard KPIs. You’re

Read full article

What can you do when despite all the training you can throw at it, all the knowledge management you can muster and all the away-days, intranet sites and e-Learning investments you’ve made, your customer service staff still makes errors in the way they deal with customer queries or complaints? Operating with sophisticated products, services and

Read full article

Part three of three. Why is it important to avoid a one sized-fits-all approach to training? If you can identify who needs what training, where, when and why, then you can appropriately assign your people to courses, and this has massive cost benefits. For example, you could put 10 people through a very brief assessment

Read full article

Part two of three. What does an inadequate service cost an organisation? Reputational damage. At the very minimum your customers are going to talk about their experience to others, but on the other end of the scale they may walk – either way it generates a lower customer satisfaction score. It also increases the likelihood

Read full article
  • Recent News & Blog Posts

  • News & Blog Categories

  • News & Blog Archive

  • Contact us

    < ?php echo do_shortcode('[contact-form-7 id="320" title="Main Contact Form (Contact Page)"]' ); ?>
  • Tags