An attitude, not a process

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August 2, 2016

Claire Gallagher, Internal Brand Director

Are you really happy to help?

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Maya Angelou

We all know the secret to business success is happy customers and yet customer service standards are at an all time low in Australia. A recent report from Accenture suggests the cost of poor customer service in Australia is $122 billion. (B&T Magazine, 11 April 2016) So where does it all go wrong?

Customer service is an attitude, not a process

Customer service is an attitude, not a process. The Accenture study/ B&T article revealed ‘human interaction remains a vital component of customer satisfaction, even in the ‘digital age’. The majority (81 per cent) of Australian consumers would rather deal with a person over digital channels when it comes to solving customer services issues and getting advice.”

Surely, then, our focus should be on creating the right attitude in people, so they actually ...

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Can they recover?

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September 24, 2015

Claire Gallagher, Internal Brand Director

Volkswagen. No longer reliable?

I’m so disappointed to hear about the VW scandal. Don’t get me wrong, I’m no “petrol head”, nor am I the owner of a VW car. I’m a mum, a dedicated consumer and self-confessed optimist. So when I hear that VW has deliberately misled us over emissions I feel terribly let down. I simply expected more from such as well-respected brand.

So, what did they actually do? Following an investigation from the US Environment Protection Agency (EPA) VW has admitted to intentionally rigging emissions tests in diesel-powered cars. It appears that software was programmed to switch engines to a cleaner mode during official emissions testing. After testing the software switches off and the same cars were found to emit as much as 40 times the legal amount of pollution.

VW have now stopped selling diesel models in the US (representing a quarter of their sales). The share price plummeted 20% within 24 hours of the news breaking, they potentially face ...

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