Here is a great tip to improve complaints handling, have you tried it yet? It is tempting to dream of a time when you receive no complaints, a time when your service fits exactly what you customers want, a time when your business is thriving. But hang on a moment. That moment will also be [...]

This week’s Guest Blog is from our Associate Trainer David Allen If I had £1 for every person that has told me that Communication is getting more difficult these days I would be ready to take a luxury holiday about now. When Communication is supposed to be getting easier due to technology many Organisations are struggling [...]

This week’s Guest Blog is from our Associate Trainer Tania Ashton Jones Coaching Conversations Are you looking to engage to a greater level with your employees, seeking better growth in their performance and business ambitions, to instigate better working relationships amongst team members and ultimately to improve organisational success? As managers you will be conversing with [...]

We’ve been reviewing some research conducted in America in 2004 which has revealed some interesting statistics on complaints. It is often difficult to locate data on complaints handling because understandably organisations prefer not to draw attention to their difficulties. The Arizona State University “Rage Survey” had some fascinating findings that we feel still hold water today. [...]