Tag: Customer Service
-
Debbie ‘Nam
A conference call and off you pop. It may be the end if an era, but the demise of Debenhams should not perturb the cognoscenti. Yet at one time, they were rocking. Great products with modern designers and all-round accessibility. So what went awry? Well, this is not a COVID horror story per se. Yes,…
-
Excuse Me
Back in the day when I was managing services in the world of outsourced contact centres, we used to love disasters. Whether it was a hapless navvy slicing through a communications cable, or a PR disaster that simultaneously sent enquiries through the roof and service crashing through the floor, we high-fived each other into joyful…
-
Just Eat
I’ve been catching up with more old contacts in the outsourcing world and all the old bounders are decidedly perky. While business owners are shedding backside bricks in their silvery wake, there are only tears of joy for many managers. Furloughed but earning to the max. Absolutely creaming it. The scams are vanilla, even wafer-thin,…
-
Venture Catalysts
Day God-knows-what in the Big Brother House and who’s going to retrieve the samurai sword from our intestines after our economic hari kari? Don’t hold your breath. If there’s light at the end of the tunnel, it’s probably some minister with a torch looking for another absurd policy. It’s the most joined-up we’ve been for…
-
Irony Deficiency
Well, it was inevitable, I suppose. Not only have we Fosbury-flopped into a rights-less chasm, but the CSE Grade III philosophy salon has been issuing guidance for the interpretation of the Government guidance and the Coronavirus Act. It’s provided the perfect platform for the nation’s professional underlings to take their lives out of first gear,…
-
Let’s Get (Insert Here) Done
Another day, another period of torment as a citizen of the UK. Following yet another terrorist attack committed by a released offender, the fingers are once again being pointed by people who haven’t yet realised that delayed release would only have meant a delayed attack. For a solution to the problem, I could just draw…
-
One for the Road
More news from bonkers Britain, and this time guidelines regarding a possible two-alcoholic-drink limit on customers who are accompanied by children (i.e. anyone under the age of 16) have been uncovered at pub-cum-restaurant chain Wetherspoons. Sounds eminently reasonable to me but as you might expect, the backlash from toe rag customers has been vitriolic. It…
-
A World of Pure Imagination
I think and talk about the declining service industry a lot. Probably too much, in fact. The public looks down their haughty noses at service providers; organisations themselves see it as a necessary evil but underfund it as a form of passive-aggressive lip-service. A way to block, frustrate and demoralise customers into giving up. In…
-
Good Moaning…
We’re not really complainers, here in the UK. Now I can understand that as we are very British. Polite and nobody wants to cause a scene. We have also never really got to grips with the concept of service. For me though, it is the abject hopelessness of complaints processes that pulls my proverbial chain.…
-
Chug-a-Lug Along With Me…
Chugging – or charity mugging if you’d like me to get etymological (it’s a portmanteau of “charity” and “mugger’) – is back in the ascendancy. Skanky old meth addicts (well, that’s how they seem and behave) who steal eye contact and then (a few zany dance moves later) have moonwalked into your path with a cheeky…
maxfrances.com 