Tag Archives: Company

Where do you discuss bad news?

In any organisation, you have to discuss bad news but few people consider where it is discussed. How you discuss bad news will influence, if not determine, the success of your company. The issue is more than critical upwards communication … Continue reading

Posted in change, change managment, culture, leadership, learning organisation, management, renewal | Tagged , , , , , , , , , | 2 Comments

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 , , , , , , , | 4 Comments