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

Customer training

Today we are trying out our new Customer First training programme as part of our membership of the Institute of Customer Service, prior to it being launched across the wider organisation.  It’s all gone very well with a dozen or so willing volunteers getting involved, making positive noises about what is working and constructive comments … Continue reading Customer training