'I think we need to focus on putting more time, effort and thought into our digital channels and only help customers in person when they really need us', says chief executive of East Hampshire DC and Havant BC Gill Kneller.
Traditionally, we've thought of our office reception areas as our main touchpoint with customers, the place we interact with them and where we answer their queries. But not any more.
We closed one of our receptions for 14 months and didn't receive a single complaint, which makes me wonder, did our customers even notice we'd closed?
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