by Graham | Jul 29, 2013 | Customer service
I have never before written two blog posts in the same day, but today I have been moved to do so. I went to the Harvester restaurant in Alwalton, Peterborough, today for lunch with my great friend Emma Savage, a Travel Counsellor who is as passionate about great... by Graham | Jul 29, 2013 | Customer service
I have been watching the television show ‘Undercover Boss’ for several years now. CEO of well-known company dons uniform, overalls and disguise and goes and works in the front line of their business for a few days. They invariably discover that their front... by Graham | Jul 26, 2013 | Customer service, Opinions
This picture is of the Customer Plus/Ford Retail Team at the 2013 Customer Service Training Awards I’m sure most employers would like to have more engaged employees…wouldn’t they? Wouldn’t it just be so much better for business if people... by Graham | Jul 8, 2013 | Customer service
Last Friday, I had the privilege of being a judge at the 2013 Customer Service Training Awards, organised by the Customer Service Training Network. I have been a member of this organisation for a couple of years, and this was the first time I have been able to be a... by Graham | Jul 2, 2013 | Customer service
I can honestly say that I bought in to the link between employee engagement and customer service more than fifteen years ago. I didn’t know that was what I was doing, but I now know that it was. I worked for a business where the vast majority of employees were... by Graham | Jun 6, 2013 | Customer service
I met someone the other day who told me a very sad story about a well-known U.K. retailer. They had a famous CEO, until he retired a couple of years ago and his place was taken by someone else. The conversation I was having started because the other guy was... 