by Graham | Nov 15, 2012 | Customer service, Opinions
Last night I got into conversation with a young lady I was sitting next to on the train home from London. It transpired that she had been on a course in London with her employer, and was based in Leeds. Being a trainer myself, and also an inquisitive person, I asked... by Graham | Oct 30, 2012 | Customer service, Opinions
Thirty-nine years ago, I served my first customer, working behind the bar of a pub in West London. I had taken the live-in job, aged 17, to escape from my fundamentalist Christian family and the cult I was being brought up in. I had no intention of going into a... by Graham | Oct 26, 2012 | Customer service
This morning I went to a regular haunt of mine for breakfast. It’s a branch of a large company, and their full English breakfast (something I treat myself to now and then) is excellent value, and consistently good quality. Usually, the people working there are... by Graham | Oct 18, 2012 | Customer service
I don’t know about you, but I love meeting friends and business acquaintances for a cup of coffee, and often wonder what we did before we had the plethora of coffee shops that now exist in the U.K. My favourite always used to be Caffe Nero. When I analysed that,... by Graham | Oct 8, 2012 | Customer service
Many companies and teams participated in National Customer Service Week last week. That’s great as a start, but what is happening now that the balloons have come down, people have been quite properly recognised and rewarded, and things are going back to... by Graham | Oct 3, 2012 | Customer service
Traditionally, companies and organisations have been built from the top, with much more attention being paid to who is at the top of the business and much less consideration given to the people at the ‘bottom of the pile’. There is a lot of talk about... 