Taking the ‘service’ out of Customer Service (and the cost of doing so)
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
‘Great Service Delivery’ Transcript 00:00:06:24 Hi everyone! My name is Ben Hart. I am a consultant for Lean Consulting
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.
Every time I access the NHS it’s painful & wasteful
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.
A new low 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:
Bad policies – bad processes
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...
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