Customer Service Archives - Lean Consulting

Taking the ‘service’ out of Customer Service (and the cost of doing so)

By Ashly Latham
In Business, Customer experience, Customer Satisfaction, Customer Service, NPS, Uncategorised

I recently experienced some of the very best, and very worst Customer Service I have ever experienced, from the same shop, just days apart: Truly great Customer Service As we have been given firm timelines for our children returning to school (hoorah!) we went shopping for school shoes at a...

Great Service Delivery

By Ben Hart
In Change, Continuous Improvement, Customer experience, Customer Service, Uncategorised

‘Great Service Delivery’ Transcript 00:00:06:24 Hi everyone! My name is Ben Hart. I am a consultant for Lean Consulting 00:00:13:02 and I want to put together a little video around an observation I had 00:00:17:20 from my personal trainer. So just after Christmas, I put on a bit of Christmas...

Fighting Failure Demand

Typically, the two types of demand are Value Demand and Failure Demand. When I was in college, I worked in a pub that served food. Whenever the pub got busy, the quality coming from the kitchen took a steep nosedive; food being overcooked, undercooked, the wrong food being sent and...

What Brian the taxi driver can teach us about customer experience

How important is customer service to your company? I have been working out in Dublin since early December last year. This means lots of trips to and from the airport. It also means lots and lots of taxis. We met Brian one Friday afternoon when we booked a car to...

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

By Cam
In Customer experience, Customer Service, Lean Thinking

Such a vital service requires better customer experience. On Tuesday I had a flare-up of an ailment I sometimes 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...

A new low in Customer Service

By Cameron Turner
In 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...

Bad policies – bad processes

By Cameron Turner
In Business, Process

Does your workplace have policies that prevent you from doing business with a customer? I was recently declined finance for a new car. It turned out to be a clerical error when they were processing the application, however, when the salesman called me to advise the finance was declined, my...

Do you have processes that have not changed in decades?

By Cameron Turner
In Customer Service

Why are some people so afraid of change, even when it’s for the better? I’ve seen images posted on various social media sites declaring that the 6 most dangerous words in business are “We’ve always done it this way”. People talk about avoiding this kind of thinking, but it’s often...

Taking the ‘service’ out of Customer Service (and the cost of doing so)

Great Service Delivery

Fighting Failure Demand

What Brian the taxi driver can teach us about customer experience

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

A new low in Customer Service

Bad policies – bad processes

Do you have processes that have not changed in decades?

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