The WOW Awards for outstanding customer service

Don Hales, Founder and Chairman of Judges of the National Customer Service Awards has had the opportunity to study at close quarters customer service in many leading organisations in every service sector. He is convinced that the secret to great customer service lies in leadership. He has linked with leading research organisation, Glowinkowski International to establish the behaviours of top customer service leaders... Download Article (PDF 1mb)

What a summer is has been for service –well for some. The season has shown that our infrastructure remains nowhere near receiving an Olympic Bronze and it is possible we may struggle to receive a Gold for 2012. Where it has all gone pear shape you can bet there are core characteristics and consistencies in those organisations that have not excelled.... Download Article (PDF 364kb)

London, 24 November 2006 – British reserve is preventing UK businesses from receiving the customer service they expect and deserve. A YouGov survey conducted for Easynet, the international managed network and hosting company, has found one in three British businesses (29%) do not speak up even when strongly dissatisfied, while almost one third said they would be frustrated but not necessarily act on bad service.... Download Article (PDF 33kb)

Building the case for business continuity is a matter of fighting complacency and helping companies to help themselves

Availability of information and BC is something that is required by every organisation,not just to cover an incident that may or may not happen, but to simply ensure that the business stays in business.Experts such as those in our panel agree to not understanding why there is a BC mentality mindset of “I don ’t want to do it but suppose I must ”when it is all about staying in business for your stakeholders –staff,suppliers,customers,shareholders. If businesses do not think about it in those terms,rather more as an added cost to doing everyday business,then they deserve to be doomed.... Download Article (PDF 1.3mb)

The threat of portable storage devices is growing all the time. But the diligent IT manager can find solutions.

The uncontrolled use of portable storage devices by employees is a very real threat to the security and stability of any business.Unfortunately, many businesses are unaware of, or ignore the threat until something actually happens... Download Article (PDF 1.6mb)