People get frustrated with Customer Care or the level of Service provided by companies – especially when it’s a call centre providing the service.
Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.
How important is service? I recently experienced some of the very best, and very worst Customer Service I have ever experienced, from the same shop, just days apart:
‘Great Service Delivery’ Transcript 00:00:06:24 Hi everyone! My name is Ben Hart. I am a consultant for Lean Consulting
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...
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.
Such a vital service requires a 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.