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 first question was, naturally, why was it declined?
People get frustrated with Customer Care or the level of Service provided by companies – especially when it’s a call centre providing the service.
Back in the 80s and 90s when IVR’s became really popular (Interactive Voice Response – they’re the menu systems that ask you to press 1 or 2 etc when you call a call centre) they were made to be more and more complex.
Sometimes my customers ask me, how do you actually go about finding the ‘Voice of the Customer’? There is no real easy answer to that question. No magic bullet that will suddenly tell you what all your customers’ wants and needs are. But there are a number of ways you...
One good process and one bad process My parents were interior decorators – so when I was a child, whenever we went somewhere, my parents couldn’t help but comment on the interior design of the place. And I mean everywhere.
Everyone has different strengths and weaknesses. Sometimes this is a result of natural aptitude or education and sometimes it’s just a case of what information you’ve been exposed to or people who you’ve learnt from.
As someone who works in process improvement, I’m constantly intrigued by the process decisions that I see companies make. This morning, it was British Airways.
A little while ago, I was preparing for an important phone call and I thought to myself – I might record this so I can review it later and be sure I missed nothing.