Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact on the reader. Let’s be clear though, a word change doesn’t automatically result in a change of heart/attitude/ language. But [...]
I remember reading a customer complaint letter whilst I was working with a large UK retailer. The complaints that were listed were all valid and well articulated, yet it was the final comment that sticks in my mind. It was along the lines of, “and when are you going to close down your Indian call [...]
Last week I wrote a blog post about O2's decision to outsource its contact centres to Capita - https://ijgolding.com/2013/06/06/i-have-an-idea-lets-outsource-customer-services-could-the-quest-for-cost-savings-damage-the-customer-experience/ . The response to the article has been huge - and may I say almost entirely positive (at least the people who have commented or spoken to me about it have been positive!). As I expected, [...]
‘I have an idea – lets outsource customer services’ – Could the quest for cost savings damage the customer experience?
Disclaimer!! Let me start this blog post by acknowledging that the subject is going to be controversial. There will be readers on both sides of the debate - that is healthy, and I hope you will get involved. In May, O2 announced their intention to outsource their contact centre operation to Capita. The main reason [...]