Are your processes destroying your customer service?

Customer service is different to customer care. Customer service is the process in which you handle your customers and often these processes can destroy the experience you want your customer to have. A friend of mine was travelling on business recently and arrived at the airport less his baggage. Not to worry, said the airline, […]

How to have a Conversational Mortgage Factfind

If you’re in the business of giving mortgage advice, you know that it’s tightly regulated to ensure the customer is advised on the most appropriate solution based upon their needs. And that’s the absolutely right thing to do. The problem is that firms and individuals who are tasked with this “advice risk” don’t want to […]

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