Tag Archives: care

Trust your team to make the right decisions over customer policy

I saw an interesting blog on the New York Times recently about the challenges of enforcing defined customer service policies. The blog explored some of the challenges airline gate staff have when asking customers about the size of their carry-on … Continue reading

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Customers really don’t want to be ignored

Which channel do you prefer to use when accessing a company customer service centre? Most of us are familiar with a call to the free phone number or an email address like customerservice@bigfriendlycompany.com, but a lot of our focus at … Continue reading

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Tripadvisor grows up

In a week where the Advertising Standards Authority is due to rule on Tripadvisor in the UK, the company has decided to launch a dedicated customer care line – mainly to help out disgruntled hotel and restaurant owners clean up … Continue reading

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What about the digital divide for customers?

Julia’s blog about our event on October 20th – is social media reinventing customer care – got me thinking about the idea once again. I’m something of a latecomer to the entire world of online networking, but have become quite … Continue reading

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