Tag Archives: service

Great #custserv where it is least expected

The customer service feedback pages in most newspapers are littered with horror stories about poor service and disasters where unsuspecting customers hand over their money and fail to receive the service they expected. What a pleasant surprise then to read about … Continue reading

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Three #custserv lessons from the restaurant business

This blog on the Open Forum features a really interesting three-point guideline to customer experience based on the restaurant industry. The food and restaurant business is a good place to look for advice in customer service because it is an … Continue reading

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Managing your reputation and creating a brand

Does your company have a reputation for great service? In the US the benchmark most business magazines comment on is online shoe and clothing store Zappos – which used to be an independent company, but is now a division of … Continue reading

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The RSPCA slashes response times from 2 days to 20 minutes

The RSPCA is a highly respected organisation in the UK. When animals are suffering abuse, RSPCA inspectors swoop into action and animal cruelty cases can result in criminal convictions. But the RSPCA usually replies on calls or messages from the … Continue reading

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30% of brands now offer Customer Service on Twitter

For the past couple of years, the executive team at Teleperformance UK has been blogging and tweeting. Our CEO Alistair Niederer now has over 1,000 people following his every tweet and analysts and customer service experts all over the world … Continue reading

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Why are our service expectations so low?

According to new data from Which? only 3% of British consumers believe that customer service has dramatically improved in the last three years. 66% believe that there has been a dramatic decline in service. Why do customers believe that the … Continue reading

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Is email really the slowest way to ask for help?

New research conducted by KANA Software and published in the Daily Telegraph shows that most (59%) take at least eight hours to answer a customer service enquiry sent by email. That’s more than one entire working day. Contrast that to … Continue reading

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Wrong time, wrong place… would you ignore Mozart?

A few years ago the master violinist Joshua Bell took his violin into a busy Washington DC metro station and started playing. The busy commuters bustled past this supreme artist hurrying to get to where they were going. Almost nobody … Continue reading

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Customer service should promote customer loyalty

It costs far more to obtain new customers than to just keep your existing customers happy and loyal. This is one of the maxims every business school student learns and yet we see so often that this not true on … Continue reading

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Keep the customer satisfied

Customer management agency SMG recently surveyed 359,000 British consumers to gather information and insight into purchasing behaviour and found some startling insights related to customer service. UK shoppers spend over 40% more when they receive a positive in-store experience, with … Continue reading

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