World Braille Day
4th January is World Braille Day, and it commemorates the birth of Louis Braille. As a lover of history, avidly discovering the when and...
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Helen Pettifer
- 4 min
The Best Christmas Gift is…
It’s that time of year when we are bombarded with adverts for perfume, watches, matching pyjamas and Lego sets. Then there are the...
Helen Pettifer
- 3 min
Bullying in the Workplace
An Ofcom survey revealed that 39% of 8 to 17-year-olds have experienced bullying on or offline, but this doesn’t end as we reach...
Helen Pettifer
- 3 min
Please Don’t Interrupt
When we have something to say; a question to ask, an opinion to share, an explanation to deliver, it is so much easier when our flow...
Helen Pettifer
- 3 min
Challenging Perceptions & Judgements in Customer Service
Being judgemental is a human trait, however, it is one that we need to challenge if we are to provide a positive customer experience for...
Helen Pettifer
- 3 min
Good News for Vulnerable Customers
Understanding and meeting the diverse needs of vulnerable customers can feel overwhelming, but many organisations have made it a...
Helen Pettifer
- 3 min
Communicating When Communication is a Challenge
Any customer service manual or training will emphasise the importance of effective communication. It will encourage staff to engage in...
Helen Pettifer
- 3 min
High Levels of Empathy
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...
Helen Pettifer
- 3 min
Can you Offer a Quiet Hour this Christmas?
Our shopping centres, offices, supermarkets, and stores are decked out with lights, trees, and festive displays. The Christmas songs are...
Helen Pettifer
- 3 min
The Cost of Being Kind
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...
Helen Pettifer
- 3 min
Do you read the T & C's?
Insurance renewals, loan applications and even entering a promotional competition, there is always a box to tick to confirm that you’ve...
Helen Pettifer
- 5 min
Facing Our Fears
Halloween is a time to come face to face with our fears. What better opportunity to explore how fear impacts customer communication and...
Helen Pettifer
- 3 min
Suicide Prevention in the Workplace
*** Warning: This article explores the topic of death *** In 2019, 5,691 suicides were registered in England and Wales. The Office of...
Helen Pettifer
- 2 min
Using Complaints to Inform Inclusivity
Complaint handling is not simply about resolving issues, also gathering data and information that can improve customer experience and...
Helen Pettifer
- 3 min
Leadership and a Culture of Care
In my experience, initiatives relating to the fair treatment of vulnerable customers are often targeted at customer service teams....
Helen Pettifer
- 3 min
Is There A Better Word?
What does the word vulnerability mean to you? For many people, it implies weakness, dependency, and fragility. Historically, it may have...
My Blog
Advice, understanding changes to rules and guidance, personal stories and much more!
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