Tag: Customer Service
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Hmmm…What Does This Button Do..?
A jet being blown out of the sky by a missile. A few hundred passengers instantaneously fragmented. You probably wondered whether the recent tragedy in the skies above Iran was an accident or deliberate. Well it turns out that the act of firing was deliberate but the assessment of the situation prior to the press…
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Seeing Stars
After what feels like a lifetime of banging my head against a brick wall about charlatans who assemble careers from zilch – you know, the ones who flit from role to role, staying just long enough before they get unmasked – there are some shysters who had wholly limboed under the Frances bar of shitbag…
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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…
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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…
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What is Art?
My tender auricles twitched this morning at the propagation of that wonderful phrase, the art of the possible. In fact, I do hear it every other day, particularly from BPO contact centres. They hold it dear and squirt it forth it with blunderbuss abandon. But what does it mean, and why is it so appealing…
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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…
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Freaked Out
I’ve been asked about the usage of the term freak and its appropriateness. See, that word appropriate again. How people love to manoeuvre us onto the back foot by raising the spectre of social norms and our purported failings in relation to them. The faint, sweet odour of latent shame is being subtly, but determinedly…
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