Previous Page  9 / 13 Next Page
Show Menu
Previous Page 9 / 13 Next Page
Page Background



Poor customer service is costing

uK businesses £4.7m a day, says

NewVoiceMedia, and 95 per cent of

us take some form of action following

inadequate service.

After a negative experience with a

company, more than half of us would

never use them again, more than a quarter

would tell friends not to use the business,

and a fifth would take their revenge online

by posting a nasty review. 14 per cent

would get even via social media.

Apparently, the younger

generation is more willing to tolerate

long hold times than the more

mature among us and men are

more impatient than women, with a

fifth prepared to wait less than five

minutes versus only 13 per cent of

women. Women are also more vocal

when it comes to recommending a

company that has done well; men

tend to respond by simply using the

service more frequently.




lack of appreciation from

a business (28%)


unhelpful/rude contact

centre staff (22%)


being passed around

multiple agents (16%)


Calls being answered by

someone without the

required knowledge to

answer a query (16%)


being kept on hold (12%)

now for the science bit...

Tests have taken place on the world's

first biosensor capable of detecting

when athletes are about to burn out,

say scientists. The biosensor can

alert marathoners, cyclists, other

athletes, soldiers and indeed anyone

who embarks on intense periods

of exercise when they are about to

hit the wall. It could help them to

monitor their stamina and fitness,

says the study, in ACS' journal

Analytical Chemistry.

When we do moderate exercise,

we produce enough energy through

aerobic respiration, but when we

move up a gear this energy is no

longer sufficient. The body then shifts

to anaerobic metabolism, which

produces lactic acid and lactate, a

form of lactic acid that is released

into sweat. When the lactate levels

get too high, we experience extreme

fatigue and just can't push on any

longer. We hit 'the wall'.

Applied to the skin like a

tattoo so that it can flex with the

body's movements, the biosensor

accurately measures lactate

levels in sweat during exercise.

"Skin-worn metabolite biosensors

could lead to useful insights into

physical performance and overall

physiological status, hence offering

considerable promise for diverse

sport, military and biomedical

applications," say the scientists.