Category: Complaining

• The Bitterest Pill…

  

  Running a little low on painkillers the other day for the family medicine cupboard, I thought I’d procure a few packets of ibuprofen and paracetamol. As you can buy a packet of 16 for about £0.35, a couple of quid would see the Frances household ok. So, a visit to the shop and 6 packets…

  Max Frances

  Dec 1, 2019

  Complaining, Customer Service, Management, Retail, Society

  Bullshido, Complaints, Customer Experience, Customer Satisfaction, Customer Service, Customers, Freaks, Health & Safety, Law, Management, Mental Health, Retail, Retail Freaks, Service, Shopping

• Service, Please…

  

  Black Friday will shortly have been and gone, so brace yourself for more sales analysis and the inevitable laments about the demise of in-store retail. With a foam finger-sized finger being decisively directed at online. Er, no. Online is just another channel.  Now I am no fan of contact centres, but they made the transition…

  Max Frances

  Nov 27, 2019

  Complaining, Customer Service, Management, Online Reviews, Retail, Society

  Charlatans, Consultants, Customer Experience, Customer Satisfaction, Customer Service, Customers, Money, Online, Retail, Retail Freaks, Sales, Service, Service Delivery, Shopping, Staff

• Levelling on Service

  

  Back in the not so glorious days of the outsourced contact centre boom, we all had one objective in our crosshairs. And that was hitting the SLA. There was largely one channel (telephone) and an essential part of service meant that you picked up the call and did so quickly. Failing to pick up would…

  Max Frances

  Nov 21, 2019

  Books, BPO Contact Centres, Complaining, Customer Service, Freaks, Management, Retail, Society

  BPO, Complaints, Customer Experience, Customer Satisfaction, Customer Service, Customers, CX, Flypaper for Freaks, Retail, Retail Freaks, Service, Service Delivery, Technology