Customer care can be difficult
People get frustrated with Customer Care or the level of Service provided by companies – especially when it’s a call centre providing the service.
Most complaints are compound failures
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.
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.
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