The Cork Board

Whatever happened to customer service manuals?

I generally look back warmly on a 40-odd year career in a customer facing environment. I was proud of the service I offered to my customers from Day 1 and always, I think, made the right decision when necessary, for the customer. We are, after all, customers in some context. I enjoyed learning about customer… Continue reading Whatever happened to customer service manuals?

The Cork Board

Is this the state of British Customer Service?

I worry about the future of British Customer Service. Our recent experience, one would hope, is unusual, but if we are not to complain and huff-and-puff how will things get any better ? All the following have happened during the last 6 weeks. No.1  Two identical curtain poles bought from Laura Ashley – One was… Continue reading Is this the state of British Customer Service?