Everyone talks about response times in customer service. “we reply within 24 hours”“we close cases in 48 hours”“we have industry-leading response rates” But speed alone doesn’t fix a complaint, sometimes what customers really need is to feel heard first. A 5-minute thoughtful response can outperform a 30-second template reply every time. Something I’ve noticed over […]
Is faster always better? Read More »
The enforcement industry is going through a period of change, and I look forward to supporting the ECB in its work to bring about greater consumer protection and the raising of industry standards. https://enforcementconductboard.org/the-ecb-appoints-two-new-board-members/
Appointed as Non Executive Director at the Enforcement Conduct Board Read More »
Hats off to the Money Advice Trust and the Collaboration Network for running a fantastic event last week. Apart from getting to see people I hadn’t seen in AGES, I also got to finally meet some people for the first time in the flesh that I’d only ever met online. Over the last few weeks
A chance to meet people face to face Read More »
I don’t know about you, but when the clocks go forward I often find it takes me a good few days to get over ‘losing’ an hour. But this week feels different. Spring is definitely in the air, the sun is shining and I’m running not one but TWO training workshops in partnership with Finance
Going into April with a spring in my step Read More »
Every day, I make a conscious effort to inject colour into my environment in ways that bring warmth and energy to bring me a bit of joy whilst working. I love surrounding myself with hues that lift my spirits. These small yet significant splashes of colour help to break the monotony of everyday life, sparking
The importance of colour Read More »
We often get asked about staff engagement, especially at the moment with huge swathes of the working population working from home for the majority of the time. Often the questions all cover the theme of making sure staff are doing OK, without coming off all managerial. Questions like, how can we engage our staff? How
Leading from the front-line Read More »
Stand back because a touch paper has been lit…Things we all need to take away from the latest guidance from the FCA – even if you don’t work in the mortgage industry Nothing can so quickly reduce a blog’s reading numbers to zero, quite like starting with the catchy line about reading FCA guidance, especially
Sarah’s done with talking, because it’s time to pull on our collective big pants and deal with what’s coming We’ve both been saying it for a while now, but we’ve been nervously looking at the horizon watching everything coming together for the perfect storm, or shit show as I like to say. While we don’t
Building a robust complaints handling process boils down to one thing – communication I’ve recently had cause to complain, not once but twice. It takes a lot for me to want to complain, because let’s face it, none of us enjoy a Busman’s holiday, but I’d reached the end of my tether with both my
complaints process Read More »
Healthy culture…it’s not all smoothies and lunges In my video yesterday I talked about what we mean when we refer to a ‘healthy culture’ in complaints. If you’ve not had chance to see it yet, here’s a quick run-down for you. It means everything. And I mean everything. From how easy it is for customers
