The energy regulator Ofgem has fined Npower £2m for failing to handle complaints properly. Ofgem said Npower had not recorded complaints properly or given dissatisfied complainers details of the Energy Ombudsman’s redress service. It added that Npower had now remedied all of the breaches of the regulations for which it was fined. A spokesman for Read More…
Oct 282011
Do organisations really want to their customer service to be excellent? At a recent workshop with around 20 different UK organisations, I read some lines from their websites. All but one of them claimed that they ‘wanted to be excellent’ although not all in the same way – but the word excellent was still used. Read More…
He was a devil to work with and he was right there in the details. No other chief executive of a corporation Apple’s size operated like Steve Jobs did. It was common, as news of his death sank in yesterday, to pay tribute to his visionary leadership. But it might not be this high-level guidance Read More…
