One thing we at GA Training are passionate about when it comes to customer service is how easy it is for our clients or prospects to contact us. A quick visit to our main website or even this blog will show you that we have placed our telephone number in a prominent place all over [...]
Archive for October, 2009
London taxis best at customer service
London’s taxis have been voted as having great customer service and being the best in the world. The drivers were picked as the best by 1,400 travellers who gave their opinion in the Hotels.com survey, beating off New York’s famous yellow cabs. Paris cabbies were found to be the rudest while New York had the [...]
The Easiest thing for you to do is..
One of the most frustrating things that I come across when attempting to do business with someone is when they use the phrase “the easiest thing for you to do is.” As a provider of customer service training I find it incredibly frustrating when businesses make it hard to deal with them and they put [...]
Cutting Customer Service Training can be dangerous
Yesterday morning there was an excellent article in the Times Online by Jo Causon, Chief Executive of the Institute of Customer Service. In the article Jo raises the point that many organisations have decided to cut their customer service training this year. The Institute of Customer Service has found that 30% of organisations have cut [...]
Customer Service Going the Extra Mile easily
In a recent post I mentioned that being a customer service anorak I can be quite annoying to go out to dinner with! I am not a serial complainer but I will take the American approach and let someone know if there is something wrong – particularly if for example the food was cold. A [...]
An Englishman, Irishman and an American
If I asked you who the best nation were for customer service the chances are that you would say America. They are certainly perceived to be the best at customer service within the world and definitely do treat the customer better than many nations. However, after your 30th “have a nice day” it can become [...]
Dealing with Complaints the David Brent Way
We have all encountered difficult people and complaints but David Brent really takes it to the extreme when he conducts a role-play on an internal training course. We would certainly not advise this approach to dealing with or indeed making a complaint! Hopefully your methods of handling complaints are a little more sophisticated and less [...]
Too much DNA?
Yesterday we talked about certain phrases we may use that could lead to confusion in a customer service environment. We used a very extreme example of what can go wrong when the phrases we automatically use lead to misunderstanding – I can assure you that no bears were hurt in the filming of our video [...]
The Phrases we use – Bear with me
We all have little phrases that we use in every day life such as “do you know what I mean?” or “like I was saying.” These phrases can be endearing and as long as they are not overused they can actually help to break up the conversation and provide verbal commas and semi-colons. However, when [...]
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