Anyone who has been reading this blog over the last month or so will be aware of all the problems we have had with our good friends at British Telecom. Suffice to say that when we recently moved offices BT did absolutely everything in their power to mess up the process and we ended up [...]

There are three major stages to achieving excellence in customer service.  They are quite simply – What happens before someone buys from you? What happens during the transaction? What happens after the transaction has taken place (including what happens when things go wrong)? Only those organisations who pay equal attention to each of the above [...]

Anyone who has traveled on Eurostar will probably have had a good experience.  There really is nothing like it for convenience and ease of travel, it is so much more pleasant than the plane in every way.  Overall Eurostar does well with its customer service or at least it does well when things are going [...]

I was pleased to see BT announcing record profits this morning.  First of all I was pleased because my call which apparently cost them £150 should hopefully be able to be absorbed by the £128m profits made. Secondly I am pleased because hopefully they might reinvest some of this profit into improving their frankly useless [...]

Followers of this blog will have noticed that we have had very few posts over the last week or so.  For this you can blame our good friends at British Telecom. I have honestly never had such a frankly depressing, awkward and infuriating customer experience. I am very pleased to announce that GA Training has [...]