Tag Archives: insurance

Empathy is the greatest asset

When people complain that they hate contact centres, it is usually a lack of empathy that they are complaining about. If I think about the times that I have had to call on the customer service function of a company, … Continue reading

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Cross selling in a digital age

The last time I visited a post office in London to buy some stamps, the counter clerk asked me if I was interested in some foreign currency, and home insurance. This attempt to upsell various products I had not asked … Continue reading

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