Customer Service

When Was The Last Time You Actually Enjoyed Calling A Contact Centre?

Alistair Niederer | Posted 27.02.2015 | UK
Alistair Niederer

This move to customers using multiple channels at all times has been supported further by the prevalence of smart phones. Internet access from almost anywhere is easy today and the culture of engagement has been accelerated because of this.

TV Company Has Customer Service Nightmare After Calling Woman A 'C***'

The Huffington Post UK | Ryan Barrell | Posted 20.02.2015 | UK

A woman has been left seething after receiving a letter from her cable television provider dubbing her a very nasty word. Esperanza Martinez, of Or...

Start-ups Will Bring Consumers Higher Levels of Service This Year - Benefiting All of Britain

Chris Ciauri | Posted 26.01.2015 | UK Tech
Chris Ciauri

Word-of-mouth is still the best way to grow a business, and with social media, there's never been a better time to encourage people to share their strongly positive experiences widely. Each customer can influence tens, even hundreds of people nearly effortlessly.

Where NOT to Buy your Turkey at Christmas!

Jenny Florence | Posted 23.02.2015 | UK Lifestyle
Jenny Florence

A few days before Christmas I bought a free range turkey at Lidl's, use by date 26th, drove home and put it into the fridge, still in its carrier bag. On Christmas morning I opened the bag to discover a somewhat unpleasant smell. The turkey was just on the turn.

2015: Power to the Consumer

Garry Veale | Posted 21.02.2015 | UK Tech
Garry Veale

2014 has been the first full year of my current job. It's been a time of rapid change, not just for me, but for the tech industry as a whole...

The Importance of Customer Service

Hugh Salmon | Posted 29.12.2014 | UK
Hugh Salmon

The cleaning ladies were seated at a table in the restaurant by the pool. Presumably, their morning break. They smoked roll-up cigarettes and spoke loudly. Very loudly. Not Greek, but an unknown Eastern European language. They were not smiling. They were arguing. Loudly.

How Brands Are Making Social Media a Meaningless Buzzword

Ehsan Khodarahmi | Posted 05.12.2014 | UK
Ehsan Khodarahmi

Social media is increasingly becoming meaningless as a buzzword used by many business and organisations. Social media cannot do magic for businesses if they fail to fulfil their customers' expectations in a timely manner.

Mobility: Making Customers Your First Priority

Miguel Milano | Posted 02.12.2014 | UK Tech
Miguel Milano

Businesses simply can't afford to wait to respond to customer queries anymore. Anytime, anywhere, instant access and richer interactions with some brands have also fostered impatience across the board, as witnessed by the customer care streams on Twitter, jammed with customers thrilled by lightning-speed responses or appalled by slow ones.

Why I Am Giving Up Tipping, Part II

Jeff Salmon | Posted 16.11.2014 | UK Lifestyle
Jeff Salmon

In countries where tipping is not the norm, the general understanding is that tipping is a reward for those who go above-and-beyond to offer a top-quality service. However, the Japanese, for example, suggest that the employer is paying good money for their staff to do precisely that - and surely that work ethic cannot be faulted.

Why I Am Giving Up Tipping - And You Should Too

Jeff Salmon | Posted 04.11.2014 | UK
Jeff Salmon

It has taken me 61 years to realise: I'm an idiot. Up to now, I've always been a generous tipper... But I've finally come to my senses and now find the habit dated and downright embarrassing for both tipper and tippee.

Up the Amazon Without a Paddle - A Bad Reviewers Review

Andrew Telling | Posted 06.10.2014 | UK Tech
Andrew Telling

Companies placing responsibility in the hands of the public is both bold and precarious. Nowhere is this more evident than in the review sections that gild the product pages of Amazon. Of course, the majority serve as a valuable steer for would-be customers. Many, however, fail to reach even the most basic criteria required.

The Quickest Way to Lose a Customer - Treat Them Badly

Robert Williams | Posted 05.10.2014 | UK
Robert Williams

Business leaders of course know the golden rule that "the customer is always right" but this isn't always filtering down to some members of staff. And sometimes, it won't even be their fault, simply the consequence of circumstance.

Ditching Broadband Is Like Dumping The Ex From HELL. This Call Is Proof.

The Huffington Post UK | Thomas Tamblyn | Posted 15.07.2014 | UK Tech

When Ryan Block decided to leave Comcast he had literally no idea what was in store for him. Turns out it'd be the customer service call from hell inv...

What's Better Than Being the Boss? Being the Customer

Xenios Thrasyvoulou | Posted 25.08.2014 | UK
Xenios Thrasyvoulou

I was recently at a gathering of entrepreneurs and we talked about our challenges, what we like and what we don't like about what we do. One thing struck me: no-one in the group actually enjoyed being the boss myself included. By that I don't mean that they don't value their independence, we all do, but we all see managing people as a necessary evil, a means to an end not the end itself...

Big Companies Still Need the Human Touch

Simon Stevens | Posted 06.07.2014 | UK
Simon Stevens

I think one of the biggest frustrations I have had in my adult life is trying to get the big companies I depend upon, like phone and energy companies, to understand that I am an individual, and indeed a complex individual at that, and that I can not neatly be put into their expectations.

Can Digital Change Stop People Switching Energy Providers?

Peter Veash | Posted 28.06.2014 | UK Tech
Peter Veash

With the more immediate threat of customer switching to grapple with, energy providers have a substantial job to do in thinking like a brand and helping customers live their lives more easily.

Customer Demands £50 Fee From Energy Company - and Succeeds

Mark Hillary | Posted 15.06.2014 | UK
Mark Hillary

He contacted the company, but found that they were not at all helpful so he issued them with a £50 fee for the time he had spent chasing his own money - and a demand for it to be paid within seven days.

Customer Service Must Keep a Place for Paper

Christian Toon | Posted 11.06.2014 | UK Tech
Christian Toon

The Iron Mountain study revealed that over half (57 per cent) of firms do nothing with customer communications that arrive on paper. Instead, they wait until we grow sufficiently frustrated to phone or email to ask why nothing's happened, and only then do they act.

Customer Service Sorrows

Christian Toon | Posted 06.06.2014 | UK Tech
Christian Toon

What's your biggest gripe when it comes to customer service? Automated answering machines? Long wait times? Being shunted from department to department? Being forced to follow up over and over again?

Making Sure Your Business Evolves and Adapts

James Caan CBE | Posted 12.05.2014 | UK
James Caan CBE

The best businesses are the ones which really stay in tune with their customers' needs. These days there are so many tools to analyse results, and so many ways to interact with the people who buy your products or services, that there really is no excuse for failing to grasp what they are thinking. The needs and behaviour patterns of your customers can constantly change - and your business should adapt accordingly.

Why Do We Keep Complaining About Telecoms?

Josh Morse | Posted 15.04.2014 | UK Tech
Josh Morse

The Consumer Ombudsman resolves disputes for consumers across a number of industries in the UK, including Telecoms. People use this service as a last resort when their complaint with a company is not resolved directly. Their annual report acts a weather gauge for customer issues and how well companies are able to answer them.

Does Barclays No Longer Value Their Own Customers?

Mark Hillary | Posted 31.03.2014 | UK
Mark Hillary

The argument today is that telephone banking, Internet banking, and even self-service kiosks in supermarkets have replaced the need for branches. It could even be argued that over the past couple of decades branches have become little more than outlets for selling insurance anyway.

Are Call Centre Jobs About To Become Far More Interesting?

Mark Hillary | Posted 24.03.2014 | UK
Mark Hillary

Maybe outsourcing isn't so bad after all? Brands wouldn't be able to offer the customer service that consumers expect if they didn't work with an expert in the business and it's also creating thousands of jobs that are just getting better and better. Don't knock it.

Do You Call Customer Service for Help or Just Tweet?

Mark Hillary | Posted 19.03.2014 | UK Tech
Mark Hillary

About a decade ago, many companies in the UK pushed their customer service centres offshore to new call centres located far away - often in India or the Philippines. The aim was to save money because the captains of industry bought into the idea that distance was dead - work in call centres can be performed anywhere by anyone.

A Friendly Reminder to Everyone About the People Who Serve You Every Day

Gabrielle Leimon | Posted 22.03.2014 | UK Lifestyle
Gabrielle Leimon

I've processed everything through the till as I was trained to do. I counted the change out twice. It is absolutely unknown to me what this man seems to be having a problem with and yet he decides to stand there, a heaving queue behind him, and mocks me for a further five minutes in a moment that was truly overwhelming. It's only my first day.