This is not so much a straight fight but more a series of skirmishes along the road to power – the power in this case being the power supply enabling my wife’s new iPhone to function effectively. It’s a story of persistence in the face of supply chain problems and one customer service rep’s action turning a mediocre and frustrating experience into superior service…
customer experience
Service Smackdown 4: Man vs IKEA
During a period known in these parts as ‘between contracts’ I have been doing a fair bit of home improvement and, inevitably, this has involved a trip to the temple of home-furnishing-and-lifestyle that is IKEA. Time then to put myself into the ring to take on the Swedish behemoth in possibly the most one-sided bout in the Smackdown series. But first a bit of history…
Mobile Mayhem again – Service Smackdown 2 (the re-match)
After awarding the T-Mobile:BT bout to T-Mobile recently it seems only fair to reconsider their service superiority after reading this horror story from previously-satisfied customer and sometime blogger with The Independent Nat Guest. A great example of how to write complaints and a really superb example of how not to act as a service provider when you mess up.
Service Smackdown 3: Olympic Special Part 2 – the service legacy
So now the dust has settled on London 2012 and, with a bit of distance, we can try to take some lessons from the event and see what makes for a great customer experience every time, not just at a once-in-a-lifetime event. Here’s my take on what worked and what we can learn…
Service Smackdown 3: Olympic Special Part 1 – London 2012 vs the World
A colleague once passed on the received wisdom that when a business starts to use sporting metaphors it’s a sure sign that it’s in trouble. Be that as it may, this post offers some lessons from the London 2012 Olympics for delivering superior service and a terrific customer experience. This means changing the rules for the Service Smackdown – which, since I made them up and they are basically unfair, I’m at liberty to do – as I’m not able to compare London 2012 with anything even vaguely similar – the scale and uniqueness of the undertaking makes that impossible. Consider this to be more of an exhibition bout then since, on the basis of my direct experiences so far it’s at least podiumed* on customer service.
Service Smackdown 2: Mobile Mayhem!
Or how you can keep going on a path of mediocrity while your customers fall by the wayside…
In the second of a series of Celebrity Death Match-style attempts to set one service provider against another, we present O2 vs T-Mobile with retail outlet Carphone Warehouse holding the ring.
Can supermarkets deliver? Ocado vs Waitrose – Service Smackdown
This is the first – in a series of completely unfair, no-holds-barred customer service evaluations of two similar providers based on recent experiences. First into the ring, Ocado, the pioneer online supermarket synonymous with Waitrose’s high-end brands. And leaping over the ropes, here comes – uh – Waitrose, the high-end online supermarket. Confused? This post won’t help – but might illustrate how to get some basics right in this highly competitive area. Seconds out, round one.
The joy of queuing
You can’t talk about customer service for long without queues coming to mind. There’s been a lot of coverage recently about queues in relation to the UK’s border controls fiasco at Heathrow Airport and the rather grumbling response to all this has rather missed the point – queuing is not always a bad thing and, moreover, it’s an opportunity to demonstrate great customer service.
Over-compensate for superior service
I’m writing this whilst watching Spain play Portugal in the World Cup and, as I usually root for the underdog, I’m supporting Portugal. Having had a great experience in Portuguese-style piri-piri outfit Nando’s last night I’m even more inclined to favour them. The secret? Over-compensation.
Don’t leave me this way: switching mobile networks
Having been happily married for many years I don’t really remember my last relationship break-up – and it’s probably fair to say that any notions I have are informed by films, plays or books (or the Archers come to think of it). However I had a reminder of what it might have been like following a recent break-up with O2. Paraphrasing somewhat, it went a bit like this: