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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. MORE
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. MORE
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! MORE
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. MORE
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. MORE
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? MORE
“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. MORE
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. MORE
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! MORE
Finally, some action from CMA on fake reviews – but is it enough? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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% MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
“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. MORE
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. MORE
What happened to Mothercare? Mothercare calls in the administrators. Mothercare announced today (4 November 2019) that it plans to bring in the administrators, putting 2,500 jobs at risk. So what happened? MORE
Helen Dewdney
APRIL 6, 2020
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.
Helen Dewdney
FEBRUARY 14, 2020
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.
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Helen Dewdney
MARCH 5, 2020
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.
Helen Dewdney
SEPTEMBER 23, 2019
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.
Advertiser: Skilljar
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.
Helen Dewdney
NOVEMBER 4, 2019
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.
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Helen Dewdney
MARCH 16, 2020
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.
Helen Dewdney
JUNE 17, 2019
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.
Helen Dewdney
NOVEMBER 19, 2019
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.
Helen Dewdney
NOVEMBER 19, 2019
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.
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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.
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Helen Dewdney
JUNE 12, 2019
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.
Helen Dewdney
JULY 9, 2019
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%
Helen Dewdney
DECEMBER 17, 2019
“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.
Helen Dewdney
DECEMBER 17, 2019
“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.
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.
Helen Dewdney
NOVEMBER 13, 2019
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!
Helen Dewdney
NOVEMBER 13, 2019
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!
Helen Dewdney
SEPTEMBER 20, 2019
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.
Helen Dewdney
JANUARY 10, 2020
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.
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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.
Helen Dewdney
JANUARY 17, 2020
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.
Helen Dewdney
FEBRUARY 20, 2020
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.
Helen Dewdney
JULY 17, 2019
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.
Helen Dewdney
MARCH 6, 2020
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.
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.
Helen Dewdney
FEBRUARY 28, 2020
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.
Helen Dewdney
JANUARY 8, 2020
Finally, some action from CMA on fake reviews – but is it enough?
Helen Dewdney
SEPTEMBER 16, 2019
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?
Helen Dewdney
JUNE 6, 2019
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.
Advertisement
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.
Helen Dewdney
OCTOBER 7, 2019
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.
Helen Dewdney
SEPTEMBER 11, 2019
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.
Helen Dewdney
MARCH 25, 2020
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.
Helen Dewdney
JULY 10, 2019
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.
Advertiser: Skilljar
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.
Helen Dewdney
SEPTEMBER 13, 2019
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.
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