“Any expression of dissatisfaction has to be recorded as a complaint” said the Operations Manager as we reflected on some call recordings we were listening to together. The customer, Jane, had called to discuss as recent bill, she’d asked her question, received...
It’s no secret that winter is a costly time of year for many. Shorter days mean our lights are on earlier, colder temperatures mean our heating is on longer and Christmas often requires some budgeting for. But with the pandemic causing many to spend more time at...
A perfect storm is brewing for vulnerable customers and the enforcement industry needs to prepare. For vulnerable customers, life is already hard enough. Often living from hand to mouth, a 50p coupon can be the difference between having a piece of toast for...
