My elderly Dad has been in and out of hospital a lot recently (long story, he’s doing better now thanks). It’s a small local hospital and the staff are all nothing less than amazing. Not just amazing on the nursing/cleaning/admin-ing front, they are all lovely people who take the time to chat and connect with … Continue reading do we care about our clients enough?
I used to love GAP. Mainly because their sales staff were always prepared to bring you dozens of different jeans to try on until you found one that fit. When your body shape is tricky (little waist but curvy hips), that kind of customer service makes a big difference and GAP became my first port … Continue reading where has GAP gone wrong?
I did warn you I wasn’t a big fan of Mary Portas, so I suppose it was inevitable that I would end up muttering darkly at the TV this evening when the first episode of her new series Mary Portas: Secret Shopper aired. pic taken from interview here Mary has a new bee in her … Continue reading FYI Mary Portas: great customer service costs money
I’ve had a bit of a bad run with technology recently. In the last couple of months, the following have gone wrong on me: two mobiles, PC, laptop, 3G dongle thingy, TomTom satnav, Bluetooth dongle, printer and broadband. Trying to get all these technology issues resolved has been a real eye-opener around customer service and … Continue reading customer service vs. customer acquisition
So I was sitting in the car dealership this morning, waiting for them to finish my car’s service, which they started in December and inexplicably failed to complete vital bits of at the time (and will now charge me extra £££ for). I’d been there for the best part of an hour during rush hour … Continue reading In the current climate, does it pay to go the extra mile?
Via the SmartBrief on Social Media e-newsletter, I found this post at Conversation Agent on the top 10 reasons why your customers are being difficult. But perhaps rather than specific, economy related reasons like customers feel you’re charging too much or customer service reasons like you make it difficult to reach the right person, I … Continue reading Difficult? No, just disappointed
Ten hours (so far). That’s how much time it’s taken me to get my mobile upgraded and (almost, kind of) working. I’ve been bounced around call centres like pass the parcel, I’ve spoken to people in three different countries, I’ve mediated internal arguments between departments and I’ve nearly lost the will to live. It shouldn’t … Continue reading Vodafone perhaps need to rethink their customer service function…
I’ve blogged quite a lot about customer service in the last year. Reading The Age of Conversation, Ann Handley’s contribution ‘How many people are you talking to?’ rang a lot of bells with me. Ann wrote about one simple conversation (between nervous flyer Ann and a reassuring United Airlines attendant) achieving a ‘laundry list of … Continue reading two way traffic in the Age of Conversation
We, the clients, promise: not to call any agency contact before 9am or after 5.30pm unless it really is actually properly urgent to ask no more than five agencies to take part in any creative pitch and to make clear at the outset the number of pitch stages involved to provide hot/cold drinks and (preferably chocolate) … Continue reading promises, promises – a few suggestions for a better relationship