Scam Season, Smart Meters and Customer Service

Available for over a year

We find out what it takes to break the psychological spell scammers cast on their victims that makes them lie to banks. Shari Vahl visits the call centre of the world's largest building society to find out what they do to make victims realise what they're doing. British fast fashion brands were all the rage a few years ago, but with the rise of second hand marketplaces and competitors from China, how are they faring now? We hear the views of shoppers and experts. We were all meant to have a smart meter by 2019. But nearly half (40%) of us have turned the offer down. A committee of MPs has been investigating why. We hear from one of them, Sir Geoffrey Clifton Brown. Finally, research from both sides of the Atlantic suggests customer service is getting worse. We find out why, whether AI is to blame and what the worst-performing companies can learn from the ones that leave people happy. Presenter: Peter White Producer: Julian Paszkiewicz