Category

Customer Service

So… What do you do?

By Behaviour, Business, Communication, Continuous Improvement, Customer Service, Data, Employee Engagement, Food for thought, High Performance, Information, Lean Techniques, Lean Thinking, Management, Performance, Robotic Process Automation, RPA, Technology

In the past 7 years as a Lean Continuous Improvement (CI) practitioner, the most common question I get asked is, “So… What is it you do in your role?”  Usually, in response to this question,  I pause for a moment and tend to describe the technical aspects of my job, whether it be: achieving financial benefits through the delivery of projects, releasing capacity through streamlining processes, describing my role as a Lean Six Sigma Black Belt and the list most definitely goes on.  In all cases: I’m often greeted with a blank face, disinterest, statements such as “that sounds complicated” and then the topic of conversation quickly changes to something different and more likely understood by the unaffiliated.

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Every time i access the NHS it's painful & wasteful

Every time I access the NHS it’s painful & wasteful

By Customer experience, Customer Service, Lean Thinking
On Tuesday I had a flare up of an ailment I sometime get (once or twice a year) in my foot. A simple medicine takes care of it – but it requires a prescription.

Irritatingly, I went to take my medicine to find I only had 1 or 2 pills left. On Wednesday, I called by doctors surgery to ask if they can give me another prescription for the medicine. They’ve prescribed it before and it’s not a very dangerous class of drug. Read More

Uploaded ToA new low in Customer Service

A new low in Customer Service

By Customer Service
This really happened. My wife wanted to set up postal voting with our local council (I do it as I travel a lot for work – it’s much more convenient). I called up and was told by the Customer Service Advisor:

“We’re really busy at the moment. Could you email us about it in a few months?”

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