Category: Winnthinks

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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 …