Who is the customer?

Early January and the snow had fallen. Naturally the UK was in chaos and the TV news reader was pleading for us all to take it easy and be careful on the roads. I said to my 15 year old son, Euan, to tell the bus driver to be careful on the roads, with a joking smile. “Not likely Dad, he’d throw you off. No, there are rules to obey when using the bus. You have to have the right change otherwise you’ll annoy the driver, and you have to…

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The real secret to customer care

I have a firmly held belief. All long walks we embark upon from outside of our home in Gloucestershire must loop around a giant circle and have a pub half way along the route.  It’s my prophecy, it’s the law in our beautiful part of the country. Boxing Day was no exception. A brisk 4 miles across the meadows towards the River Severn, the weak winter sun doing its very best to keep our spirits up. Over towards the Coombe Hill Nature Reserve, along the disused canal tow path to…

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The verbal handshake

Here’s a neat little tip to help you whenever you’re handling calls from customers, maybe in a customer service situation or just dealing with customers who phone in. Go back to the last time you met someone face to face. I bet you shook hands and swapped names so let’s see how we can do this on the phone. Naturally answer the call and listen to their issue or query. Say something like, “that’s fine, I can take care of that for you in a jiffy, but before we start,…

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