by Graham | Jun 18, 2012 | Customer service
If you have ever worked in a front line customer service job for more than a few months, you will almost certainly have been on some sort of customer service training course. Depending on who you were working for, it might have been delivered by your manager or... by Graham | Jun 6, 2012 | Customer service
About now, many of the people who have been in London, or anywhere else in the country, celebrating (or perhaps escaping from) the Queen’s Silver Jubilee, will be counting the cost, mentally reviewing the experience, and wondering whether it was worthwhile.... by Graham | May 22, 2012 | Customer service
This morning I read the news that many of the U.K.’s top retailers are consistently delivering poor customer service. Well, it isn’t really news. U.K. retailers have mostly been fobbing us off with poor service for many years, but this report... by Graham | May 16, 2012 | Customer service
When was the last time you praised someone for giving you great service? Are you one of those people who is only too happy to complain when things go wrong, and ‘takes it for granted’ when things go wrong for you as a customer? If you are, I urge you to... by Graham | Apr 25, 2012 | Customer service
This week I paid a regular visit to a well-known company that specialises in refilling ink cartridges here in the U.K. I have been using this service for ten years and have always enjoyed the experience. This time, the very friendly and professional assistant asked me... by Graham | Apr 10, 2012 | Customer service
This is a question that I have been asking myself for a few weeks. The answer takes me back to happy days when I worked at a railway company called GNER (Great North Eastern Railway) in the 1990’s. I used to bounce out of bed on a Monday morning and look forward... 