Tag: customer service

Listen First, Then Listen More

31 July 2014

This is a post from my My 20-day Zappos + Buffer Values Challenge "Listen First, Then Listen More" Everyday we hear things, TV, people talking to us, but how much do we listen? Sometimes, it's quite easy to talk – if someone tells you about their recent holiday, sometimes it's tempting to talk to them about your recent […]

A happy customer service story

27 August 2013

A few months ago, I was in Greggs, the bakers or northern fast food chain near Piccadilly station before I went to catch a train. The guy who served me, as he handed over some delicious cheese and onion pasties, made a passing, one line comment about how he thought my hat really suited me. […]

Would you thank an awesome customer-droid?

10 May 2013

It's easy to write arsey letters of complaint (or moan about it on social media) when people get stuff wrong – but there's loads of humans whom we deal with everyday, who are a pleasure to work with but rarely get credit for it. Over the last few years, I've been trying to pass on […]

Boom! Just Eat do customer service right!

27 October 2012

Not long ago I ordered a Pizza through JustEat. The takeaway in question then took my mobile number (without my permission) and started to send me unsolicited marketing text messages with no way to opt out. After asking twitter for advice (and got some), but considering I knew of the organisation that was sending me […]

A dilemma of good customer service

30 September 2012

Whilst some people have poor customer service experiences with established online retailers, other less established ones have a dilemma on their hands: They can either provide "just as rubbish" customer service, in a race to the bottom They can provide much better customer service. The problem with the former position is that most small businesses […]

Customer service should not infuriate, but reassure the customer.

29 September 2012

Frequently when people say "this provider is good for me" I'll ask, "Oh, have you had a problem with them?" To which they'll almost inevitably respond: "Nope, I've never had any problems with them." I feel this is kind of missing the point. Usually, a good judge of a company, is how they respond when […]

Formal vs Informal: Which works is best?

16 August 2012

Consider  this email I sent a few weeks ago: Hi there, I'm well aware of everything you've said on the website, and I'm not expecting variety or anything at all, but I think it'd be worth letting you know that I'm vegetarian – I don't eat meat or fish. If you could pass that on […]