Mark McArthur-Christie

I'm managing director at Rubuss. We work in taking operational customer communication and turning it from an overhead into a business asset.

Empowering customer service teams

Empower customer service teams for a better experience

Customer service teams need to be so much more than passive ‘call takers’ if you want to give customers exceptional service. “Well, why the *&^(%$ is your system so *&^&&^ing slow?” That was pretty much the customer’s opening line. And the call got worse from there. “It’s always like this,” said Charlotte. “Every time we …

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Simplifying terms and conditions

The Consumer Rights Act: Ts & Cs won’t protect your business anymore

Changes to the Consumer Rights Act 2015 mean Terms and Conditions that aren’t clear for customers won’t count for anything. And the lawyers agree. We wrote this after our recent mention in The Telegraph on the legal implications of the Consumer Rights Act 2015 to business terms and conditions. How many times have you sighed and reluctantly …

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Customer Experience Survey Ian Golding

Communication – the forgotten element in customer experience

This week, customer experience expert Ian Golding announced the results of an independent survey asking people which brands were getting customer experience right. I’ll leave you to read Ian’s excellent article to find out who made the Top Ten, but yet again, it shows that what you do is trumped – comprehensively – by how …

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Better complaint handling

Nine practical ways to handle customer complaints. Better.

Handling customer complaints can be tough. Here are nine proven techniques to make customer complaints easier to handle and reduce the chance of escalation or negative feedback. Practical ways to make handling customer complaints easier Everyone gets complaints. Almost no-one likes them. That’s because they’re a complicated blend of the rational (“this thing you sold me doesn’t work!”) and …

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Passive voice in customer communication

How the passive voice destroys customer relationships

The passive voice is rife in customer communication – here’s what it is, how to spot it and how to change your communication to make it customer-centric. You probably haven’t noticed it surreptitiously pervading the emails your customer service representatives are writing to your customers, or the Twitter replies, or the financial demands, or the …

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Bereavement process for customers

A practical guide to helping bereaved customers

This is the first of two articles looking at how to make your processes more human and compassionate for bereaved customers. There are fewer more guaranteed ways to make the news than dealing badly with a customer’s death.  Almost every story looks the same: Grieving relatives are shunted heartlessly through a completely heartless process by …

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Nearly 50 ways to help burn out in customer teams

Nearly 50 ways to help burn out in customer teams

Whenever you talk to frontline customer services and customer experience pros, the subject of burnout or fatigue always crops up. What do you do with those team members in the trenches who are war-weary, going through the motions, operating the systems but just burnt out? There’s surprisingly little written about it. Perhaps it’s because no-one …

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