Has Complacency Set In?

I call it complacentitis – the disease that sets it as soon the as the customer is secured. After a while, we reduce the quality of our service. Last year, due to being busy in my work, I employed the services of a domestic who would clean my small terrace in Cheltenham every other week. In the first few weeks, it was first class. Everything done correctly, shirts ironed as well. However, recently standards have dropped, so much that I have to leave notes out on things that need doing.…

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Are your processes destroying your customer service?

Customer service is different to customer care. Customer service is the process in which you handle your customers and often these processes can destroy the experience you want your customer to have. A friend of mine was travelling on business recently and arrived at the airport less his baggage. Not to worry, said the airline, it’ll be along on the next flight in and we’ll send it straight over to your hotel so you can wake up with your bags. True to their word the bag was delivered to the…

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