Light in dark times
Sustainability has to include sustainability of the organisation itself. Paradoxically that demands an external focus.
Customer Service
Poor Customer Service: What is it with banks?
It is not the customer who is the source of profit, but the service provided to customers.
Naked Nights: Diary of Customer Service on a Trip to Tunis (5)
Lessons: Service Hell versus Helluva (Good) Service My latest trip to Tunis was a marked contrast to my previous 3 which had all been uneventful … Read more
Naked Nights: Diary of Customer Service on a Trip to Tunis (4)
Day 6: The Return Thus it was that 5:30 a.m. the next morning saw me sitting on my computer bag trying to fit in all … Read more
Naked Nights: Diary of Customer Service on a Trip to Tunis (3)
Days 4 and 5: Plumbing the Depths. It seemed that my faith was futile. The next 2 days brought more of the same. I persisted … Read more
Naked Nights: Diary of Customer Service on a Trip to Tunis (2)
Days 2 and 3: The Saga of Socks and Shoes. Unfortunately over the next couple of days things got worse. At the end of Day … Read more
Naked Nights. A Diary of Customer Service on a Trip to Tunis. (1)
Arrival and Day 1 It has to be every traveller’s nightmare! Dread turned to disbelief and then rapidly to dismay as the luggage carousel … Read more
Business Balance and Life’s Teeter-totter
As human beings one of the biggest ongoing battles we face is the balancing act between self and society. The struggle between selfishness and selflessness … Read more
Getting off the bonus treadmill!
The festive holidays are over; as ever sped on their way by the bonus season and some promise of reward for reluctant returnees. Yet here … Read more
Overcome the Negatives of Globalisation
We all know, and it is universally acknowledged, that globalisation has dramatically increased competition and created unprecedented demands to be more responsive to customer needs … Read more