Tag: Customer Experience
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We Fit
I’ve never been great with hands-on workmanship and appreciate that there are times when you just have to fork out to somebody to perform a simple task. You pay a reasonable rate for the knowledge, and the guy rocks up and does the job. One example of this is fitting parts to cars. Vehicle manufacturers…
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P. O.
If you’re seeking an example of an institution that reflects our national decline, take a a trip to your local Post Office counter and try to send a parcel. You’d think that nothing could be simpler, but you’d be wrong. They might have toned down on the non-sequitur, Poundland-style counter upselling, but the commission-bereft battleaxes…
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Shut Your Cakehole
It’s a funny old world. Droning, bleeding hearts are seeing their piss boiled by current issues with supply chains and highlighting these as a direct consequence of Brexit while also bemoaning the challenges faced by EU citizens currently domiciled in the UK. Two sets of inevitable consequences of Brexit – one for I-told-you-so gloating and…
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Ping Pong
You’d have to have a heart stone not to laugh like a drain. The Government set up a track-and-trace app, but there’s a growing concern that too many people are being pinged and are self-isolating. It’s the pingdemic. Let’s just recap: the Government put a system in place and asked the public to use it.…
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Slitty-Eyed
Our incorrigible bent for synchronised fawning made it as predictable as it was painful. And so, along with innumerable brown-tongue aficionados, a facade of pitiful, performative grieving was thrust upon the traveling public by National Rail. In doing so, they scuppered the plans of those who possessed not the requisite beady-eyed dexterity to navigate the…
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Virgin on the Ridiculous
While a plethora of UK businesses have merrily slashed customer service and unapologetically tossed the blame onto COVID, the irony of their switch-hitting is not lost on the casual observer. Resource and volume distribution challenges are nothing new. Back in the day, contact centre providers would largely differentiate themselves through their innovative use of technology…
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Sky’s the Limit
While COVID might be debilitating ever-increasing numbers of the population, Sky is following up with its own assault on the nation’s mental health, not to mention insulting its intelligence. The TV/Broadband company is now spitting out renewal letters with a twist. Headed, ‘We’re now giving you another 12 months of savings’, it all seems a…
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Iceberg Letters
According to well-placed sources, Royal Mail delivers about 14.4 billion letters and, combined with Parcelforce, approximately 1.2 billion parcels per annum. That’s a big old money tree, right there. Yet for a flagship enterprise, they still cannot get the basics right. In spite of ‘exhaustive planning’, some customers may be experiencing ‘slightly longer delivery timescales…
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Bitter Ex
I made a trip to the opticians recently, which considering the now mandatory COVID re-engineering of processes went essentially smoothly. Professional and organised staff, hassle-free, and frames that nestled peacefully on my asymmetric features. To top it off, I saved a hefty chunk on my last similar purchase. A fat, juicy tick in the customer…
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Suck Cess
It’s the $64,000-dollar question: how do you achieve success? I would say, precisely on your own terms. But that is not the way the world is turning. As COVID clowning forces more and more people into relative isolation, online technology has snagged a wider window of opportunity. And hot on the heels of any online…
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