Ken Welsh – författare

Customer with a Capital C provides a unique insight into the workings of one of North Americas foremost customer service organizations, Headsets.com. Over the past decade the author, Ken Welsh, has worked as Headsets.coms voice coach, helping distil the vision of the companys CEO, Mike Faith, into a practical skill set. Mikes vision has always been to create a company where the customer comes first, second, and alwaysa company that is truly customer-centric. With the help of everyone at Headsets.com, Ken Welsh has written Customer with a Capital C as a simple, easily read case study of a truly customer-centric organization. Through this, Customer with a Capital C provides a simple set of easily applied principles for anyone wishing to create a successful company where the customer always comes first.

Entrepreneur and Customer Service Guru Redman Folgate is mysteriously found dead in his mountain retreat. Has been journalist Rock Hardstuff is coincidentally on the scene and decides to solve the murder to redeem his career. Rock must weave his way through a myriad of bizarre characters before he can solve the Who Dunnit with a How Dunnit and so much more.Who Killed Customer Care? uses a comedy murder mystery allegory to explain the secrets of Customer and Client Communication.

An excavation by Oxford Archaeology in 2008 at Kingshill North, to the north-east of Cirencester, Gloucestershire, uncovered evidence for prehistoric occupation. The earliest evidence comprised storage pits dating to the late Neolithic period. Some of the features contained Grooved Ware pottery decorated with exceptionally rare ‘lattice lozenge’ motifs, pig bones suggestive of feasting, bone pins and awls, worked flint imported from some distance, and fragments of Cornish axe heads. The pit groups point to a community able to mobilise a wide range of resources and dispose of them in a highly visible way. The fieldwork uncovered two Beaker burials, one enclosed by a ring-ditch. The isotopes from the individuals indicate that they were not local; one individual came from the chalklands of eastern or southern England, the other was from a more southwesterly chalkland region. As such they fit within an emerging picture of population mobility. Another inhumation grave, dated to the middle Bronze Age, was also recorded. More storage pits were dug during the middle Iron Age. These were filled with domestic waste, but there was evidence of structured deposits in the form of crow or rook and dog burials. The late Iron Age settlement comprised a sequence of ditches which formed boundaries or enclosures and surrounded structures and pits. These were set within a pastoral landscape and areas of grassland and meadows. Three human burials, all interred in ditches, were also recorded. The settlement was within the territory of the Dobunni, whose centre was at nearby Bagendon, but the inhabitants of Kingshill North did not benefit materially from the proximity, and their focus remained local. The settlement was abandoned by the late 1st century AD, before or coincident with the establishment of the Roman town of Corinium Dobunnorum, although agricultural activity continued to a limited extent through the Roman period, and there was a single cremation burial dated between the late 1st and mid 3rd century AD. The medieval and postmedieval periods were represented by an agricultural landscape of field boundaries and drainage features.

Excavations in advance of gravel quarrying in the Upper Thames Valley at Horcott Quarry, Fairford, and nearby Arkell’s Land, Kempsford, revealed contrasting pictures. At Horcott, on the second terrace, there was periodic activity from the early Mesolithic onwards. A major earlier Iron Age settlement contained roundhouses and at least 135 four-post structures, suggesting an exceptional focus on grain storage. An early–middle Roman farmstead incorporated a small stone-founded building, while from c AD 250–350 a large cemetery lay in an adjacent enclosure. Two further groups of burials were contemporary with a substantial Anglo-Saxon settlement including a timber hall and 33 sunken-featured buildings. By contrast, at Arkell’s Land, on the first gravel terrace, activity on a significant scale only began in the later 1st century AD. It comprised enclosures, field systems and trackways, with the most intensive settlement, as at Horcott, in the middle Roman period. The site was probably linked to an adjacent estate centre at Claydon Pike. There was no post-Roman occupation.