Tags: Customer service

Jo Causon: First impressions are everything, particularly when you’re a nation of customer service providers

You don’t get a second chance to make a good first impression, says the old adage. It’s a well-known maxim, but familiarity does not mean organisations can afford to dismiss the underlying sentiment. In the context of customer service, without creating a good impression at the outset, the businesses that make up UK plc risk damage to their reputation and market share.

Neil Penny: The workforce as a customer – what HR can learn from customer service desks

As the workplace continues to grow in complexity, HR practitioners are increasingly under pressure to improve efficiency and responsiveness. Disorganised HR support processes can have dire consequences, from employees frustrated at having their queries lost or forgotten, to huge pay outs resulting from lost tribunals and inaccurate audit trails.

Kirsty Taylor: Customer Service. Or Do We Mean Disservice?

All too often customer service is just the name of a department. The UK doesn’t sparkle when it comes to customer service standards, especially in larger organisations. Since very high standards of customer service are close to my working heart, regular readers of this blog will have heard me gnash my teeth over a number of bad service experience over the years. Quite a few involve telecoms companies, but incidents of poor service are not localised only to this area.

Alex Wilke: Do you know more about your customers than your employees?

Alex Wilke, Consultant at Questback, a provider of online survey and managed feedback technology, shares his thoughts on how knowledge of your customer journey can influence your connection with your employees… The past decade has seen substantial investment in better understanding customers. By mapping the customer journey to ensure that all channels and touchpoints deliver…

Mary Clarke: Managing ‘High Velocity Customers’ in an Omni-channel environment

Good customer service should be at the heart of every business, but in competitive industries such as financial services, utilities and retail it is critical that companies get it right. A 2010 analyst report, “The Cost of Poor Customer Service: The Economic Impact of the Customer Experience”, from call centre software provider, Genyses, claims UK…

Barclays Bank tops list for number of complaints

Consumer complaints reported by financial services firms fell by 500,000 between the second half of 2012 and the first half of 2013. Data published by the Financial Conduct Authority (FCA) showed 2.9 million complaints were made in the first half of 2013, compared to 3.4 million consumer complaints reported by firms in the previous six…

New consumer cloud service but employment and HR businesses should explore extra capabilities

Amazon has launched its cloud service in the UK, approximately 18 months after the service was launched in the US. The service will provide an infrastructure which will enable consumers to store their documents on the cloud. Cloud and communications firm Qubic says that businesses in the employment and HR sector should become aware that…

Salaries plummet as demand for administrative and customer service roles increases

Jobseekers looking for customer service and administrative roles are finding advertised salaries at their lowest levels in recent years, reports Office Angels, as a surplus of jobseekers has pushed salaries down. Data from the leading office recruiter Office Angels and mysalarychecker.com* shows that customer service roles has seen a sharp decline in advertised salaries, most…

John O’Conner ground maintenance awarded investors in people

John O’Conner (GM)is the first organisation to be awarded Investors in People accreditation by Lantra Sector Skills Council, the land-based and environmental Investors in People Centre.Investors in People is a business improvement tool which supports staff development linked with continuously looking to improve the quality of service delivery Limited holds contracts with local authorities, education…