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About SOCAPiE

SOCAPiE is Europe’s oldest and foremost professional body for customer service and consumer affairs. We are a not for profit membership organisation for professionals working in customer service across Europe, run by and for our members.

We promote the exchange of ideas, expertise and opinions amongst practitioners, academics, opinion formers and governments and we develop and encourage a higher professional profile for those working in customer service.

We do this by maintaining dialogue and engagement with our various stakeholders and providing products and services to help organisations achieve world-class service delivery.

 

Latest news

Robotic Welcome at New Hotel

Henn na Hotel Receptionist

 

The Henn na Hotel in Japan opens its doors to guests today. Robots deliver some services. 

Articles from the Guardian, the Telegraph and Daily Mail give more details and include a video.

Posted: 17 July 2015

Cold Calling Hits the Headlines Again

GoGen logo

 

Use of a call centre by UK charities has caused cold calling to hit the headlines again. 

A investigation by the Daily Mail revealed some questionable techniques adopted on behalf of major charities. 

Here is a statement from Oxfam and a response from the Information Commisioner's Office

The East London based company GoGen is at the centre of the investigation.

 

Posted: 8 July 2015

Poor Complaints Handling Costs EE £1million

Ofcom logo

 

Ofcom, the independent regulator for the UK communications industry, has fined mobile phone operator EE £1million for failures in handling complaints.

Read the Ofcom announcement.  Read press comment from The Telegraph and The Guardian

Posted: 6 July 2015

Internet Ordering - Amazon and John Lewis Announce Changes

Amazon logo

 

Amazon UK has announced a new 'Prime Now' delivery service. 10,000 items are now available for delivery in some areas of London within one hour of ordering. 

John Lewis has announced that from July 28, there will be a charge of £2 for Click and Collect orders of under £30 collected from John Lewis or Waitrose stores

 

Posted: 1 July 2015

Medics Told To Admit Their Mistakes

New NHS guidelines instruct medics to admit mistakes.

Find out more from this BBC video

 

Posted: 29 June 2015

Can You Trust Online Review Websites?

Competition and Markets Authority logo

 

 

The Competition and Markets Authority (CMA) has published the results of its call for information about online review websites. 

It has found that such services are proving useful to consumers but has concerns that some practices may be unlawful. A number of companies are now being investigated.

Information for businesses has also been published.

Read a Sunday Times article.

 

Posted: 29 June 2015

More University Students Complain

Office of the Independent Adjudicator logo

 

 

The Office of the Independent Adjudicator (OIA) reports an increase in the number of complaints from students in higher education.

Complaints about service from providers increased from 9 to 15 percent.

Read an article from the Daily Telegraph and download the OIA Report.

Posted: 28 June 2015

Motorists Complain After Changes Don't Work

highways England logo

 

 

 

After six months of operation, motorists are still complaining about the Dart Crossing Charging System introduced to speed up traffic. 

Read articles from The Sunday Times and The Week.

Posted: 28 June 2015

 

Contact SOCAPiE

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We do this by maintaining dialogue and engagement with our various stakeholders and providing products and services to help organisations achieve world-class service delivery.

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