June 2019

Unconscious bias

Caroline’s talking about Unconscious bias – the unseen force and its impact on complaints Unconscious bias is not normally a phrase you hear mentioned in complaints handling circles. It’s normally something we associate with recruitment, internal promotion/development processes and managing staff – with training reserved for the people carrying out those activities. But unconscious bias …

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The translation

I’m sorry, what? Give it to me in plain English. It’s been a trying week for me this week. I’ve never been the most patient person when it comes to tech. I expect it to work and when it doesn’t I can guarantee that my temper will get the better of me. All this despite …

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The lettuce

The Lettuce that broke the camel’s back – when customer expectations aren’t met. I know what you’re thinking. How on earth could a lettuce have driven me to breaking point? Let me paint the picture. I am often away on business and on this particular occasion it was my fourth consecutive night away from home. …

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