Automated service

The continued rise of automation and online services has made access to information so much easier today than was the case even a few short years ago. The amount of stuff that is at our fingertips is staggering and the increasing use of artificial intelligence is driving enormous efficiency in the contact between a business … Continue reading Automated service

Doing customer service well

National customer service week has come and gone for this year but that doesn't mean that I cannot recognise good service when it happens. Two occasions have stood out for me in the last few weeks that show that a retail experience can still be enjoyable even if, as in one case things go wrong. … Continue reading Doing customer service well

Recognition

This week is National Customer Services Week, or CSW, an opportunity to celebrate the relationship that all businesses have with their customers. I have been a member of the Institute of Customer Service for many years now and this week is one of the highlights of their calendar. More details can be found here. This … Continue reading Recognition

Unlock your potential

This week is National Customer Services Week, or CSW, an opportunity to celebrate the relationship that all businesses have with their customers. I have been a member of the Institute of Customer Service for many years now and this week is one of the highlights of their calendar. More details can be found here. This … Continue reading Unlock your potential

Getting the board on board

This week is National Customer Services Week, or CSW, an opportunity to celebrate the relationship that all businesses have with their customers. I have been a member of the Institute of Customer Service for many years now and this week is one of the highlights of their calendar. More details can be found here. This … Continue reading Getting the board on board

The Voice of the customer

This week is National Customer Services Week, or CSW, an opportunity to celebrate the relationship that all businesses have with their customers. I have been a member of the Institute of Customer Service for many years now and this week is one of the highlights of their calendar. More details can be found here. At … Continue reading The Voice of the customer

Welcome pack

When I was in the office products trade I came up with what I thought was a cracking idea. At the time I was the general manager of the depot in Newcastle and it was my job, among others, to make sure that the business grew and returned a profit. The idea was not original, … Continue reading Welcome pack