Any customer service manual or training will emphasise the importance of effective communication. It will encourage staff to engage in...

As the Bereavement Pay & Leave Bill is scheduled for its second reading in the House of Commons on 18 March, this article focuses on...

Anyone who knows me is aware that I wear my heart on my sleeve. In conversation, my responses are emotionally driven – I am quick to...

I approach life with a glass-half-full attitude. In my work, I actively seek out the progress being made by organisations, the good...

The option to shop online using Buy Now Pay Later products has provided many shoppers with flexibility. They can make their desired...

2021 has been a whirlwind of a year for most of us. It feels as though we are constantly adapting, trying to find new ways of doing...

Our shopping centres, offices, supermarkets, and stores are decked out with lights, trees, and festive displays. The Christmas songs are...

Following on from my previous ‘Lived Experience’ article and marking the International Day of Disabled Persons on Friday 3 December, I...

Consumer research is an essential part of business planning. The greater the understanding of your customer base, the easier it is to...

I recently read a social media post. A lady was thanking a stranger who had given her 20p at a hospital parking machine. The small...

As a vulnerable customer consultant, I help regulated companies to achieve and evidence compliance with the Financial Conduct Authority’s...

It can happen to any of us; we are ticking along nicely and then the rug is suddenly pulled from under our feet. Our daily routine and...

Insurance renewals, loan applications and even entering a promotional competition, there is always a box to tick to confirm that you’ve...

Halloween is a time to come face to face with our fears. What better opportunity to explore how fear impacts customer communication and...

You may have seen someone wearing a sunflower lanyard, but what does it mean? The green and yellow sunflower lanyard is a discrete, yet...

*** Warning: This article explores the topic of death *** In 2019, 5,691 suicides were registered in England and Wales. The Office of...

Complaint handling is not simply about resolving issues, also gathering data and information that can improve customer experience and...

The pandemic placed us all in a position of uncertainty and insecurity. Access to services, activities and social gatherings were...

In a customer service role, employees are faced with all manner of requests and potentially tricky situations. They need to think...

According to Financial Conduct Authority (FCA) research, 1 in 6 adults found it harder to make payments during the pandemic. This was due...