Tag: customer care

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…

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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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