A general election was called today for the 6th May 2010.  Labour will go to the people and hope that they can eat away at the now slender lead the Conservatives have in the polls. This is the biggest customer service pitch around.  We the people are the Government’s customers and we will be deciding [...]

Yesterday we gave you part one of our interview with Tim Dibbs of Crown Honda on his company’s commitment to achieving excellence in customer service. GT: What is the one thing that drives you Tim in terms of customer service? TD: Consistency, consistency and consistency.  Not only does the experience have to be consistent no [...]

Any regular readers of this blog will know that I take a very keen interest in the Owner / Drivers or MD’s of companies who have a strong commitment to achieving excellence in customer care and high levels of customer satisfaction. I was therefore delighted when I recently got the opportunity to spend an hour [...]

Following last week’s blog about customer service telephone centres and the lack of authority the person answering the call has, my ears pricked up during the news this morning when it was reported that there had been a rise in complaints about the HM Revenue and Customs call centres. It took some digging around to [...]

On day two of the Annual Conference for the ICS (Institute of Customer Service) there have been presentations on Recruitment, Management and Work-Life Balance. There has been a session on Customer Service Delivery and the highlights gleaned from one attendee has provided much food for thought. “delivering customer service needs to be “Right First Time”, [...]

I was intrigued to learn that the Institute of Customer Service (ICS) began their annual conference today – billed as “the UK’s largest gathering of customer service opinion formers, academics and professionals, so it’s a must for anyone with a strategic interest in customer service.” It is being held at “The Brewery” in London and, [...]

Last week I had the pleasure of presenting to an audience of 100+ business owners in a beautiful country house near Lewes in Sussex.  My colleague and I had the privelege to be asked to present a ten minute slot at the Sussex Enterprise’s Sales Maximisation event. The topic of our discussion was assessing the [...]

Yesterday we gave you part one of our interview with Noel Pope, Director of Merityre Specialists, a company bucking the trend and using excellence in customer service to drive their business forward in this challenging time. Here is part 2 and the concluding part of the interview.  GA Training has been working in partnership with [...]

I was very pleased recently when the Director of Merityre Specialists, Noel Pope, agreed to take the time to have lunch with me and take part in a short, informal interview about his company’s commitment to achieving excellence in customer service. Merityre are renowned for providing way above average levels of customer service in their [...]

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 [...]