Customer Service Killed by Bad Processes
I see it all the time – systems and procedures hampering the customer experience – and its never the fault of the person looking after the customer. I see banks insisting on a two-hour mortgage interview which customers dread, websites insisting you phone them to change an address and unnecessary queues at Aldi when only one person is manning the checkout. We’ve recently moved house and needed some furniture for our new bedroom, so we chose Oak Furniture land because their products and prices are brilliant. We were given a…