Customer Service: When will they ever learn?
It was a day when the words of the old song came to mind! The lesson began when I read that, after the 9/11 attack … Read more
customer service
PONG – What a stench!
Unless you’ve been out of the UK for the past week or so, you will undoubtedly be aware that P&O Ferries has been in the … Read more
When marines cry!
It seems unheard of to make a US marine cry – especially in public. So to achieve this through something that can only be described … Read more
Backward thinking. Don’t you make the same mistake!
Yesterday Sainsbury announced the replacing of their “Customer Service and Colleague Director” with “HR Director.” Perhaps it is only to saving printing costs and make … Read more
Trust, Loyalty and Customer Service
How loyal are your employees? Of course you know the answer to that very important question. Don't you? After all, it should be one of … Read more
Are your people bothered?
"Am I bovvered?" This signature catchphrase of the British comedienne Catherine Tate, with her portrayal of a schoolgirl who displays a total lack of concern about anything, does not describe your … Read more
What’s the Customer Got To Do With It?
Yesterday I rediscovered the joys of travelling by train in the UK and spent over 5 hours travelling for a lunchtime meeting only 32 miles … Read more
Where Does Customer Service Begin?
In a recent blog Anna Farmery questions whether companies that claim to treat their employees like customers have it completely the wrong way round. While … Read more
Flaming Enthusiasm
“Flaming enthusiasm, backed up by horse sense and persistence, is the quality that most frequently makes for success.” Dale Carnegie This past Saturday I had … Read more
Being Better
“Business starts and stops with one thing – the Customer!” There aren’t many in the business world who would disagree with that. Or with the … Read more