Five Go Mad at GWR

Even a fictional character can have a bad customer experience George was feeling a bit strange. Together with her cousins Dick, Julian and Anne – not forgetting her dog Timmy – The Famous Five, as they’d become known, had been revived for an advertising campaign by GWR so here they were, sitting on a brand-new … Continue reading Five Go Mad at GWR

Closing the loop: the vital missing component in complaints handling

You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer feedback. Companies need to widen their focus from purely complaints i.e. dealing with the “expression of dissatisfaction” to a more strategic approach that I refer … Continue reading Closing the loop: the vital missing component in complaints handling

Customer service basics can make all the difference (part 2)

In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those and the following examples of basic customer service – and my experiences over the post-Christmas period emphasised this: Communication is everything Here’s the remaining four … Continue reading Customer service basics can make all the difference (part 2)