Tag: Rebecca Winn

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What makes customers behave badly?

In a previous life I spent six and a half years as a complaint handler on behalf of an investment company. People get very emotional about their money, and rightly so, and during the course of what must have been …

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Writing it right

I’ve spent a lot of time recently helping a client work on their written material. In particular that has been about the quality and tone of the letters and emails the company sends its customers. As an investment company, they …

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Motivation without money: Can it be done?

A very timely item cropped up in Call Centre Focus this week, and although it concentrated on the situation in contact centres across the UK, it reflects all too starkly what is happening across most sectors right now. This is …

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Intense simplicities

I was reminded of a fabulous concept yesterday, when sorting through some old creative thinking course outlines. Like so many great quotes it originated with Sir Winston Churchill, and what he said was this: “Out of intense complexities, intense simplicities …

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Wii wish you a Thinking Christmas

It’s a piece of text I’ve commented on before but it continues to fascinate me. I was reminded of it again on Sunday night when watching that nice Professor Brian Cox on TV deliver a lecture on quantum physics. (First …

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“Everyone lives by selling something”

“Everyone lives by selling something.” So said Robert Louis Stevenson, who was probably better known for writing tales of ‘derring-do’ on the High Seas than for giving business advice to the High Street. But the author of Kidnapped and Treasure …

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A Short Guide to Brilliant Customer Service

As regular visitors to Winnthinking will know, great customer service begins with enjoying your customers and truly appreciating them as the beating heart of your organisation. As with any heart, you need to keep them happy and active in order …