Customer Service Killed by Bad Processes

I see it all the time – systems and procedures hampering the customer experience – and its never the fault of the person looking after the customer. I see banks insisting on a two-hour mortgage interview which customers dread, websites insisting you phone them to change an address and unnecessary queues at Aldi when only one person is manning the checkout. We’ve recently moved house and needed some furniture for our new bedroom, so we chose Oak Furniture land because their products and prices are brilliant. We were given a…

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5 Listening Diseases and the Cure

5 Listening Diseases and the Cure Interruptitis Interrogationitis Premature Solutioneering TAABB Question Absenteeism Have you ever been infected? All of us have been from time to time, we take a cure, but the disease is virulent and will return. Follow these tips to ensure you incubate yourself from all five in the future. Interruptitis My daughter, who is now 18, was inflicted with this in her early years. Kept interrupting her mother at the dinner table, until she was told to stop disrupting. Meanwhile, her brain was not listening but…

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