Helen Dewdney

Stay home and save lives

Helen Dewdney

What is so difficult to understand about the message stay home and save lives? It seems that some people are still having problems understanding the simple truth about staying home. For example, over the past weekend Essex Police had to close Epping Forest to cars.

Don’t get penalised for being loyal to your telecoms provider

Helen Dewdney

The telecoms l oyalty penalty. You might hope that being a loyal customer to a company would result in that company being loyal to you and treating you well. However, unfortunately, loyalty is penalised in many consumer sectors, including insurance, energy and telecoms.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Flybe grounded:  What are your rights now?

Helen Dewdney

On 5 March 2020 it was announced that the airline Flybe has gone into administration, with the loss of thousands of jobs and putting in doubt the future of several regional UK airports.

Thomas Cook collapse – your rights on your holiday booking

Helen Dewdney

Thomas Cook goes into administration. It was announced this morning (23 September 2019) that Thomas Cook has gone into administration, leaving tens of thousands of holidaymakers stranded abroad and around one million facing cancelled holidays. Current situation.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Mothercare: From favourite to failure

Helen Dewdney

What happened to Mothercare? Update 5 November 2019. BBC News online reports All Mothercare UK stores to close: “Troubled baby goods retailer Mothercare has called in administrators, putting 2,500 UK jobs at risk.

Coronavirus COVID-19 rights, refunds, reschedules

Helen Dewdney

16/03/20 update. How will Coronavirus affect my travel plans? gives you your rights for cancelled flights, holidays and events and if you don’t want to go. I have just undertaken a Facebook Live to give a general rights thing and answer some specific questions.

What will happen to consumer rights after Brexit?

Helen Dewdney

Brexit and EU consumer law. As of today Brexit is still a mess! No final decisions have been made about anything. The future of EU consumer law in the UK. EU law continues to apply until the UK leaves the EU.

How to save money when shopping for Christmas and in the sales

Helen Dewdney

Saving money at Christmas time. Below are a number of posts that may help you through the most expensive period of the year. Shopping in the run up to Black Friday. 10 Top Tips for getting the best from Black Friday tips for making sure you save and don’t overspend.

Tips 67

How to save money when shopping for Christmas and in the sales

Helen Dewdney

Saving money at Christmas time. Below are a number of posts that may help you through the most expensive period of the year. Shopping in the run up to Black Friday. 10 Top Tips for getting the best from Black Friday tips for making sure you save and don’t overspend.

Tips 67

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Government orders full Whirlpool tumble dryer recall – at last!

Helen Dewdney

The end of the spin cycle? Today (12 June 2019) The Consumer Minister, Kelly Tolhurst, announced that the Government intends to serve Whirlpool with a full recall notice for all tumble dryers that are at risk of fire.

Customer service goes down, complaints are going up

Helen Dewdney

Customer service is getting worse, according to the latest figures provided by The Institute of Customer Service (ICS). In figures released today, the ICS Customer Satisfaction Index (UKCSI) has shown an decline for the fourth consecutive year. And by a significant amount too. 14.3%

101 Habits of an Effective Complainer. New consumer guide

Helen Dewdney

“If complaining is an art form, Helen Dewdney is Rembrandt” -- Robert Rinder TV Judge, Barrister TV Presenter. New consumer guide from best-selling author, The Complaining Cow – released 18 December.

101 Habits of an Effective Complainer. New consumer guide

Helen Dewdney

“If complaining is an art form, Helen Dewdney is Rembrandt” – Robert Rinder TV Judge, Barrister TV Presenter. New consumer guide from best-selling author, The Complaining Cow – released 18 December.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

Habits of an effective complainer – Tips 4, 5 & 6

Helen Dewdney

Techniques to improve your complaining skills! If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique. New book out in December!

Tips 66

Habits of an effective complainer – Tips 4, 5 & 6

Helen Dewdney

Techniques to improve your complaining skills! If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique. New book out in December!

Tips 66

Thomas Cook on the cliff edge

Helen Dewdney

Operation Matterhorn gears up to rescue stranded passengers. The travel company Thomas Cook is in serious financial trouble. Unless it can find £200 million in extra funds to secure its future, it could fall into administration this weekend.

High-stakes ransom game as Travelex remains down for more than a week

Helen Dewdney

Travelex business – and customers – held to ransom . Travelex, the currency exchange company, has been hit by criminals in a ransomware cyber-attack that took place on New Year’s Eve.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Habits of an effective complainer – a few suggestions!

Helen Dewdney

Habits of an effective complainer. Techniques to improve your complaining skills! If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique. Lots more in the book.

UEFA gets a kicking from fans sold non existent tickets for Euro 2020

Helen Dewdney

Yesterday (19.02.20) UEFA released tickets for Euro 2020. These were reselling of tickets that became available due to previously sold tickets not being paid for. But due to a technical error some tickets which were not available were sold.

All you need to know about unsolicited goods

Helen Dewdney

Have you received unsolicited goods? Can you keep the goods you believe are unsolicited? One of the most frequent things I get asked about is unsolicited goods. Many people believe that if they receive something sent by mistake they can keep it.

How will Coronavirus affect my travel plans?

Helen Dewdney

Coronavirus and your rights. There appears to be no end in sight about the ongoing Coronavirus situation. In the meantime, many people are worried about holidays which they have booked or will book and where they may stand.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Royal Mail fails to deliver on service as stamp prices rise

Helen Dewdney

On the 23 March 2020 the cost of postage stamps goes up yet again. And it will be by a staggering amount too. A first-class stamp for a standard letter will rise by 6p from 70p to 76p. A second-class stamp for a standard letter will rise by 4p from 61p to 65p.

Three out of five stars for CMA’s action so far on fake reviews?

Helen Dewdney

Finally, some action from CMA on fake reviews – but is it enough?

The complaining habits of public figures – Brad Burton

Helen Dewdney

A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of 4 Networking CEO and Business Motivational speaker Brad Burton. So how does the big guy complain?

What is a warranty, what is a guarantee and what are my consumer rights?

Helen Dewdney

The differences with warranties, guarantees and consumer rights. People get muddled between these three things. Rarely do you need a warranty, however, there are situations where you may choose to buy a warranty. Consumer rights.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Three consumer pet hates and how to resolve them proactively. (1)

Helen Dewdney

Customer service and complaint handling pet hates. Having been a consumer champion for a number of years, I have the ear of thousands of people who delight in telling me their pet hates with customer service and complaint handling. How to address what your customers hate in your service.

Which? survey reveals the highs and lows of airport performance

Helen Dewdney

Worst UK airport named and shamed Airport lows. Which? has revealed the best and worst rated airports in the UK for 2019. The annual survey of more than 6,000 passenger experiences details this year’s top and bottom ranking airports countrywide.

Social distancing: The credibility and equality gaps

Helen Dewdney

The gap between theory and reality on social distancing. Whilst the nation is in lockdown and struggles with social distancing, our politicians continue to provide mixed messages and argue amongst themselves. They are hardly doing the best for the country. Coronavirus is killing people. However, it would appear that some people don’t seem to understand or care. Many people are still choosing to go out when they don’t have to do so.

Whirlpool FINALLY undertakes full recall of tumble dryers

Helen Dewdney

Whirlpool, the giant manufacturer of home appliances, has finally seen the light on the issue of dangerous tumble dryers. It has announced today (10 July 2019) that it will issue a product recall of all tumble dryers at risk of fire that have still not been modified.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

Whirlpool gets proactive about recalls – At last!

Helen Dewdney

Whirlpool recalls faulty tumble dryers. Whirlpool status 3 months on from being forced to undertake full recall. Today, 13/09/19 Whirlpool announced that it had successfully identified 65,000 tumble dryers and recalled them.