Category Archives: customer service

Thoughts on TRILCon15: The Privacy Arms Race

On the 21st of April, I attended the Trust Risk Information and the Law Conference 2015. It was by the Centre for Information Rights. The theme was the Privacy Arms Race. My blog on the previous conference can be found here.[1] A … Continue reading

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How to write transparent investigation reports

In the age of Freedom of Information, public sector organisations, including the police, have to be prepared to respond to FOI requests for how they conduct investigations.  For some organisations and some situations, the investigation report is made public such … Continue reading

Posted in compliance, customer service, learning organisation, management, privacy | Tagged , , , , , , , , ,

What is a privacy strategist?

Business will need someone to help them deal with the increased risks associated with using personal data. They need someone who can help them exploit the business opportunities of personal data and assure customers, and employees, about their privacy concerns. … Continue reading

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Three ways to check your company’s health

Most chief executives think that they can understand their organisation by what is going right. They look at performance indicators to see what is green, what is delivering the best results and what offers the most profits. For an individual, … Continue reading

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To get better complaints: help the customer to complain

I read this HBR blog and thought about how it could be applied to complaints.  When a problem occurs, an organisation will often wait until someone before trying to fix the issue. As most organisations do not work actively to … Continue reading

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Need to improve your customer service? Have your Chief Executive sign the complaint responses

Sometimes you have trouble with customer service. Try as you might, you cannot find a way to improve it. What may exist is a gap between the senior management and the frontlines regarding customer service. In many ways, the senior … Continue reading

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Are online adverts being pushed so that we choose pay walls to avoid them?

In the age of the internet and kindle, this sounds like a strange claim. Yet, I think the use of advertisements, links, pop-ups and other attention grabbing devices has reached the point where we are being conditioned to accept pay … Continue reading

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More words and phrases that kill customer service

A few months ago, I wrote a blog about words that kill customer service.  Words like “unfortunately” or “of course” and “obviously” immediately undermined the attempt to give good customer service.  I am now returning to that idea with some … Continue reading

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Using your company’s services like a customer: your chance to learn and change?

In a recent blog post, Dan Lee had an excellent suggestion that gets to the heart of local government improvement. On point 12 of the post, he suggested that  “Use local government services like a resident would to see how … Continue reading

Posted in change managment, culture, customer service, innovation, local government, management | Tagged , | 1 Comment

Freedom of Information and Transparency performance improvement tools: Case Study: Camden squatters and empty properties

In the press there has been some concern that the move towards transparency either in £500 spend lists or specific requests for disclosure of information, has led to increased fraud.   However, I would argue that neither FOI nor the transparency … Continue reading

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