Is this the start of a major change in the way organisations engage with their customers? I hope so. Customer service and ethics need to be truly at the heart of organisations’ cultures. I don’t mean overdosing on those supposedly “motivational” posters. I mean by ensuring every staff member works to an accountable code of conduct and standard. I mean by ensuring that every customer’s communication is welcomed rather than just “processed in line with procedures”. I mean by organisations employing people who truly believe in doing the right thing rather than programmable drones. I mean by organisations being open and honest with customers, not hiding behind misleading spin and [...]
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It isn’t rocket science. Really. It doesn’t take an MBA, Dip. Ed, MSc, PhD, MCSE or any other qualification to see this. All it takes is common [...] Not everyone likes to use a company’s website to deal with issues. Not everyone has internet access. Some people want to get their issue logged by a person. Some people need to actually talk to a person (as I did this morning). When a customer calls an organisation they don’t want to be bored senseless with waffle about that company’s website – they want to talk to [...] I have written previously about a head teacher who lacked vision, skills in man management, education, psychology and discipline, to name but a few areas. This person jumped ship before his failings could be identified. Someone else now carries the can for his failings. Excellent leaders DO NOT jump ship and let someone else face the [...] Part way through the over long menu options again I’m told about the website. This isn’t a good way to keep the customer happy. It makes it sound as though a phone call is an unwelcome intrusion. Then the real killer: “I’m sorry but I can’t connect you because all our operatives are helping other customers. Please call back later” and then cut off. No hold, no leave a message, nothing like that. Just “sod off”. With a cup of excellent Assam tea to hand I read through the contents of the piece of paper. It was the text of a farewell speech made by a headmaster. Someone who is supposed to be a leader, skilled in man management, education, psychology and discipline, to name but a few areas. To me the text of the speech did not show any of these skills, nor did it suggest levels of knowledge beyond the text itself. In short it was a [...] |
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