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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
Posted in culture, customer service, management, privacy, transparency, Uncategorized
Tagged Facebook, Privacy, social media, technology, transparency, Twitter, wearable technology
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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 Business, criminal investigation, FOIA, Freedom of information, Freedom of Information Act, Freedom of information laws by country, investigation, investigation report, Question, United States
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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
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
Posted in culture, customer service, learning organisation, management
Tagged Business, Chief Executive, Chief executive officer, corporate culture, disciplinary, grievance, learning organisation, management, organisation, Organizational culture
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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
Posted in customer service, management
Tagged Company, Complaint, Customer, Customer experience, Customer Management, customer service, Facebook, Twitter
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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
Posted in culture, customer service, leadership, management
Tagged Business, Business Services, Chief executive officer, Complaint, Customer, Customer Management, customer service, Education and Training, leadership, United States
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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
Posted in customer service, information management, knowledge worker, management
Tagged Advertising, Business, Facebook, Forbes, forbes magazine, Marc Rotenberg, Mark Zuckerberg, marketing, Media, pop ups, technology, Vanity Fair, Web page
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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
Posted in culture, customer service, learning organisation, management
Tagged customer service, Education and Training
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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 Peter Drucker, Robert McNamara
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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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