Customer Service

Customer Demands £50 Fee From Energy Company - and Succeeds

Mark Hillary | Posted 16.04.2014 | 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 14.04.2014 | 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 07.04.2014 | 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 | Posted 12.03.2014 | UK
James Caan

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.

Oiling the Wheels in 2014

Gloria Moss | Posted 06.03.2014 | UK
Gloria Moss

Are these experiences from 2013 familiar? You arrive on a train and are greeted by a message warning of the penalties awaiting those with incorrect tickets; you arrive at a department store and notice a security guard; you are slightly behind with your Council tax payments and a top-hatted bailiff turns up on your doorstep.

Shoot for the Spas: Why Spa Therapist Qualifications Should Not Be Lowered

Abi S. Wright | Posted 12.02.2014 | UK Lifestyle
Abi S. Wright

It is very easy to dismiss the spa industry and the people who work so hard within it as something 'pink and fluffy'; the proverbial cherry on top; the fat to be cut when times are tough, but we're not. We're the accessible face of wellbeing.

What Customer Service Challenges Will 2014 Bring?

Alistair Niederer | Posted 08.02.2014 | UK
Alistair Niederer

I have seen some great comments on Twitter and I'd like to use this article to give you a couple of my own ideas, hopefully so you can continue to comment with more - before Christmas I'll try compiling a list of predicted 2014 trends together that I can publish here.

Customer Service? Simple, Just Be of Service

Malcolm Levene | Posted 04.02.2014 | UK
Malcolm Levene

So often I hear individuals complain of experiencing poor Customer Service. In fact, bad, or less-than-good service seems to be the norm, these days. There's a lack common sense, little or no empathy, and an insufficient "hunger", particularly in many retail establishments.

The Difference Between a Service and a Product

Hugh Salmon | Posted 29.01.2014 | UK
Hugh Salmon

In my last post, I shared my experience of pouring hundreds of cans of beer down the drain in Vietnam due the high level of care Heineken take to ensure that every can of their lager meets their strict quality standards...

The Etiquette of Asking

Bev James | Posted 23.01.2014 | UK
Bev James

When someone feels comfortable with you and is confident that you will provide them with a good service, they are more likely to recommend you to their clients and contacts. That has always been the way the world works and I can see no reason why that will ever change.

What the Banks Can Learn From Plumbers

Charlie Mullins | Posted 23.01.2014 | UK
Charlie Mullins

In order to ensure a healthy banking sector, it needs to adopt the practices of the plumbing industry or any other services sector. Those include capping bonuses at no more than annual salaries, making bankers work harder for their pay and persuading them to care more about customers.

If Only it Was Handed to Me on a Plate

Nathalie Gordon | Posted 11.11.2013 | UK Lifestyle
Nathalie Gordon

When did civilisation come to believe that plates were just so passé? How have restaurateurs not realised that despite great 'props' to make their meals more hipster and instagramable, they don't actually make the food better, just more high maintenance.

Being A Customer Doesn't Give You the Right to Be a Bully

Steven Stewart | Posted 23.01.2014 | UK Lifestyle
Steven Stewart

I have developed the same cynicism as most fully grown adults, yet this is underpinned by a general hatred of all human beings, particularly customers. I still work in customer service as I work my way through my studies, and I have come to learn that my first screaming idiot customer, isn't all that unusual.

'We Have Always Been Cuddly'

The Huffington Post UK | Asa Bennett | Posted 04.11.2013 | UK

Ryanair boss Michael O'Leary claimed the controversial low-cost airline has always been "cuddly" as he unveiled the airline has seen profits rise for ...

Five Action Points to Retain and Grow Your Customer Base

Raconteur Media | Posted 23.01.2014 | UK
Raconteur Media

Given how central customer loyalty is to the bottom line for every smart company, I wanted to share five insights and action points from my research that I believe are essential to getting a customer loyalty strategy right

Retail Has Changed Beyond Recognition in Just Five Years

Alistair Niederer | Posted 16.12.2013 | UK
Alistair Niederer

Business Week magazine recently described how consumer behaviour has changed in the US since the economic downturn. Of course the downturn affected ma...

Customer Experience Lessons We Can Learn From Ryanair

Dharmendra Patel | Posted 07.12.2013 | UK
Dharmendra Patel

Like me, I'm sure you've heard horrifying passenger stories about Ryanair and after a while we become untouched by these stories, most probably because they're told so often. But what really surprised me recently was the way that Ryanair joined Twitter...

Conquering the Americas - Day One

Laura Tenison MBE | Posted 23.01.2014 | UK Lifestyle
Laura Tenison MBE

As an employer of nearly 600 people myself, I find that training your teams to empathise with customers in distress and to show respect for other human beings diverts a huge amount of bad feeling and the invariable complaints which follows.

Do Customers Really Want Great Service or Low Prices?

Mark Hillary | Posted 30.11.2013 | UK
Mark Hillary

Customers love to hate Ryanair. The company has thrived by offering a low cost price that usually cannot be beaten by the competition. But is the price the only important factor when booking a flight?

Can Ryanair's New Culture Take Off?

Jane Sparrow | Posted 25.11.2013 | UK
Jane Sparrow

Michael O' Leary's decision to tackle Ryanair's reputation for poor customer service is a powerful reminder that culture is king when it comes to driving growth. The impact of the company's 'abrupt' culture has resulted in an intense battle to secure loyalty from both recreational and business travellers who expect great service as standard.