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 [...]
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The before, during and after of customer service
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 [...]
Communication is the key to excellence in customer service
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 [...]
BT saga and customer service failures part 2
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 [...]
Dealing with BT is frankly depressing – their customer service is so poor
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 [...]
It starts at the top
To achieve excellence in customer service and truly delight your customers there needs to be a unwavering commitment to this from the very top of the organisation. Without this you will fail, despite the best efforts of your frontline staff. Whenever you find an organisation that is consistently achieving customer delight you can always and [...]
John Lewis does it again for Customer Satisfaction
About a week or so ago now Verdict Research published their latest report on customer satisfaction and guess what John Lewis came out on top again for the third year running. So Britain’s best loved department store is also Britain’s best loved store in general beating off competition to secure the prize. The top five [...]
The difference between being assertive and aggressive
As the snow continues to fall in the South of the country customer service operatives will be under increasing pressure to deliver services that are desperately needed. Today’s blog gives a quick summary of the crucial difference between being assertive as distinct from being aggressive or submissive. Assertiveness is a term given to behaviour that [...]
Speed of response never fails to impress
Over the weekend I was in the unfortunate position of having to call upon my British Gas Homeserve agreement as my boiler decided to go on the blink just as my family and I were settling down to watch a film, well my wife and I were settling down whilst our 1 year old was [...]
How much of the 96% are you losing?
A recent survey discovered that up to 96% of people who are unhappy with your organisation will not bother to tell you about it. This is a very worrying statistic and should make anybody in customer service sit up and take note. In basic terms this means that if 100 people were unhappy with you [...]
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