August 2020

complaints process

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 …

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Healthy Culture

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 …

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