trainingreality helping people work better with people
chief executive customer service
Please press (at least!) one of these.
It costs you nothing, and (possibly) helps us spread the word!

Forget the monkeys. Get me the organ grinder!

Friday, 25 February 2011

Interesting week...

The last week has been rather an interesting one for me, as I've spend a lot of time thinking about, writing about, experiencing, and engaging with others on the subject of customer service. It all started back here, with a brief blog (I briefly restrained myself from ranting) about how some sectors of industry seem so much better than others when it comes to great customer service.

That first article was inspired by a rather poor performance by my telecoms provider. I'd gone through the normal channels, suffered the normal indignities and frustrations, and come out none the wiser, with nothing resolved. I decided, splitting industries into "The Good, The Bad, The Ugly", that telecoms fell into the latter category as a whole industry, and this sparked off a great debate - please do take a look; it's worth reading what others wrote more than what I wrote!

One correspondent challenged me. He said (admittedly my interpretation) that I pretty much deserved what I got, as I'd gone for a low-cost provider. I countered with a belief that low cost does not necessarily have to lead to poor service, and this led to another article...

From my elevated position on my high horse, when I saw an 'error' on a flight booking I made with a low-cost carrier, I decided not to call the premium rate line, but to email them. As they didn't publish an email address, I did a little research and emailed the CEO, the Operations Director, the Managing Director and (simply for good measure!) the Finance Director. Within a few hours, apologies were made, conversations were had, and issues were resolved.

See here for the full story.

I was inspired...

Inspired by my success, and how easy and civilised problem solving can be (and indeed should be when you're a good customer), I decided to "have a go" - not in a violent sense - at my telecoms provider. Again, a little research and I emailed the CEO and the chairman. Within less than 5 hours, on her personal time and from an iPad (I'm guessing/hoping that, like me, she was sitting on a sofa with a glass of wine at the time...I'm a CEO too, although of an infinitely smaller business!), I had a response apologising and promising to get things sorted.

One problem with this is that I actually feel a bit guilty - wasting the time of these important people with my problems. But I also think that, hang on a minute, I (and others like me) pay their salary/bonuses and so on, and so we should have a right to get in touch with them. After all, I would never dream of not "allowing" one of my clients to complain to me...not that they ever would need to, obviously...!

So, a couple of thoughts from a really unusual customer service week:

...and finally...

One of my clearest memories from my time at P&G was one of my CEO's statements about what we should all be doing. He was A. G. Lafley, and he said that we should all be working on "winning at the two moments of truth". These were:

(1) when the customer was in the shop, do they choose your product; and
(2) when using your product, do they want to buy again.

Everything everyone did should be focused around one or both of those, and therefore the customer was at the very centre of strategy.

Worth bearing in mind next time you're doing any work, on anything, at all...

Please press (at least!) one of these.
It costs you nothing, and (possibly) helps us spread the word!
Please leave your thoughts and comments here

There are 45 comments
gravatar wasd
October 22, 2016 - 09:37

I have perused your article, it is exceptionally instructive and supportive for me.I appreciate the profitable data you offer in your articles. A debt of gratitude is in order for posting it.. how to get minecraft mods login netflix gratis

gravatar wasd
October 20, 2016 - 08:36

nice bLog! its interesting. thank you for sharing.... Long Tail Pro

gravatar Sistemi di gestione grosseto – devidmiller5060
October 14, 2016 - 07:06
Subject: devidmiller5060

Great post! I am actually getting ready to across this information, is very helpful my friend. Also great blog here with all of the valuable information you have. Keep up the good work you are doing here.

gravatar wasd
October 05, 2016 - 10:24

The website is looking bit flashy and it catches the visitors eyes. Design is pretty simple and a good user friendly interface. productos peluqueria profesional

gravatar shiprabrock
September 28, 2016 - 06:25

My friend mentioned to me your blog, so I thought I’d read it for myself. Very interesting insights, will be back for more!

gravatar wasd
September 26, 2016 - 14:18

I would like to thank you for the efforts you have made in writing this article. I am hoping the same best work from you in the future as well. Thanks...

gravatar David John
September 21, 2016 - 22:57

Keep doing awesome read few posts on this site and I consider that your online journal is exceptionally fascinating and has sets of phenomenal data.
car service

gravatar wasd
September 20, 2016 - 15:35

Much thanks for this extraordinary post.

gravatar martingarix229 – martingarix229
September 20, 2016 - 11:09
Subject: astuce criminal case

Easily, the article is actually the best topic on this registry related issue. I fit in with your conclusions and will eagerly look forward to your next updates. Just saying thanks will not just be sufficient, for the fantasti c lucidity in your writing. I will instantly grab your rss feed to stay informed of any updates.
astuce criminal case

gravatar David John
September 18, 2016 - 14:59

This is really a nice and informative, containing all information and also has a great impact on the new technology. Thanks for sharing it.
Obsession Phrases

gravatar Rock Hard Protocol Free Download
September 17, 2016 - 11:43
Subject: Rock Hard Protocol Free Download

Your blog provided us with valuable information to work with. Each & every tips of your post are awesome. Thanks a lot for sharing. Keep blogging.. Rock Hard Protocol Free Download

gravatar wasd
September 09, 2016 - 13:18

I discovered this is a useful and intriguing post so i suspect as much it is exceptionally valuable and proficient. I might want to thank you for the endeavors you have made in composing this article. Dofollow Niche Relevant blog comments

gravatar cxdcwew
September 02, 2016 - 16:08

New iPhone 8 I hope you will keep writing articles as good as this, so I gained extensive insight ... thanks.

gravatar follower – follower
August 30, 2016 - 14:50
Subject: follower

Nice knowledge gaining article. This post is really the best on this valuable topic. follower|insta likes

gravatar james – syndey
August 27, 2016 - 09:51

Incredible many of useful facts. Very good information.
help me with my homework

gravatar Assignment Help – UK
August 08, 2016 - 07:00
Subject: Excellent Assignment Help

If you need help in completing your assignment and finding it difficult to complete your work, then you can take the best and cheap Assignment Help services from Students Assignment Help.

gravatar Best Assignment Help – UK
August 08, 2016 - 06:58
Subject: Best Assignment Helper

If you are looking for the Best Assignment Help best assignment help services in any part of the world then you can avail the services offered by the experts from Students Assignment Help.

gravatar essy-experts
August 04, 2016 - 12:33

Top academic writing services available online!

gravatar engineering thermodynamics by p.k.nag pdf
July 30, 2016 - 14:44
gravatar escorts in abu dhabi – escorts in abu dhabi
July 27, 2016 - 13:29
Subject: escorts in abu dhabi

Very good points you wrote here..Great stuff...I think you've made some truly interesting points.Keep up the good work. escorts in abu dhabi

gravatar advancedwriters review –
July 19, 2016 - 20:30

I am really enjoying reading your well written articles.
I think you spend numerous effort and time updating your site. I have bookmarked it and I am taking a look ahead to reading new articles.

gravatar David John
July 07, 2016 - 05:19

This is truly a decent and enlightening, containing all data furthermore greatly affects the new innovation. A debt of gratitude is in order for sharing it,
Pregnancy Miracle Review

gravatar The Penguin method – The Penguin method
July 02, 2016 - 07:13
Subject: The Penguin method

Hello There. I found your blog using msn. This is an extremely well written article. I will be sure to bookmark it and return to read more of your useful information. Thanks for the post. I’ll certainly comeback. The Penguin method

gravatar Language of Desire
June 26, 2016 - 07:19
Subject: Language of Desire

I just found this blog and have high hopes for it to continue. Keep up the great work, its hard to find good ones. I have added to my favorites. Thank You. Language of Desire

gravatar jkk
June 22, 2016 - 21:09

Who are we? We are a couple, who found it’s way through life thanks to wedding photography. Opportunities to capture the most beautiful moments in peoples life is giving us unspoken joy. Photography, and especially wedding photography was always present in our life but from a couple of years it’s also been our professional career, which we really appreciate and enjoy. Every good picture, every happy couple is a source of joy for both of us.
wedding photographer

gravatar Richard Swayar – Australia
June 18, 2016 - 12:12
Subject: Australia Best Tutor with Online My Assignment Help Provider

Australia Best Tutors is a well known name in the field of scholastic services. Whenever the students feel unable to complete assignment help the tasks assigned to them, the portal is available to help them.

gravatar Richard Swayar – Australia
June 18, 2016 - 12:10
Subject: Australia Best Tutor with Online My Assignment Help Provider

Australia Best Tutors is a well known company that offers a comprehensive range of academic services to the students across various levels of education and in different subjects.

gravatar Orkid – Richmond Hill
May 18, 2016 - 09:03
Subject: Good Reviews

We have launch our review in sitejabbers but the reviewers of this products given a good response and ahead from the marks to this amazing thing because you can make my own website online which is pretty much handy.

gravatar Essaycorp – USA
April 12, 2016 - 11:24

Essay Corp provides the most professional dissertation writing service to save precious time and effort invested by a student to complete his or her dissertation work.

gravatar kelly
January 29, 2016 - 08:08

This is an interesting story :) P.S. get original article or book reviews from ;)

gravatar Marko – New York
November 20, 2015 - 07:33

Writers are probably the most crucial aspect as the quality of your assignment depends directly on their qualification. Professional and the best essay writing website will hire only professionals - without exceptions! So I recommend to use only perfect essay writing companyperfect essay writing company

gravatar Kathryn – USA
October 19, 2015 - 14:09
Subject: Nice post !!!

I recently came across your blog and have been reading along. I thought I would leave my first comment. I don’t know what to say except that I have enjoyed reading. Nice blog, I will keep visiting this blog very often.
Buy Dissertation

gravatar Alexander – Australia
September 19, 2015 - 09:16

I felt very good that you have a good blog shares. . You always keep a good blog Share!

Dissertation Help

Assignment Help Brisbane

coursework assignment help

dissertation help Australia

gravatar new year 2016
August 27, 2015 - 12:00

I am thankful for the article.Really looking forward to read year 2016 happy new year 2016 bonne année 2016 feliz año 2016

gravatar john willam – Australia
August 24, 2015 - 09:19

what is Organ grinder .. any one can help about this Blog.
Find Your Best Assignment Help Service in Australia Online Assignment HelpOnline Assignment Help

gravatar john willam – Australia
August 21, 2015 - 13:22

You Can find Best Assignment service.
Assignment Help

gravatar john willam – Australia
August 21, 2015 - 13:13

The significance of instruction is extremely important to be comprehended by the understudies and all other people. assignment writers oz

gravatar csnk
July 25, 2015 - 13:24

You can only find the best paper writing services by looking patiently and armed with some knowledge about the qualities a good writer should manufacturer

gravatar Mary Loena
May 18, 2015 - 11:30
Subject: Good Job

No country of the world can achieve the milestone of the growth without the education and due to this third world countries nations now developing the strong education system and they and expensing more on it and professional essay writers can hepl on it.

gravatar Mary Loena
May 18, 2015 - 10:50

You can only find the best paper writing services by looking patiently and armed with some knowledge about the qualities a good writer should posses. affordable essay writing

gravatar Assignment help – Australia
February 19, 2015 - 11:22
Subject: nice article

we help student by providing assignment help

gravatar Conner
February 11, 2015 - 18:35

You can only find the best paper writing services by looking patiently and armed with some knowledge about the qualities a good writer should posses. I was referred here by a friend and reading the posts has helped me a lot.

gravatar Michael A Guy
January 14, 2015 - 20:31

The importance of education is very necessary to be understood by the students and all other human beings. Research work the individuals have to be inquisitive in the sense that they must acquire the basic knowledge so that they can be successful in life. is a great service for the students.

gravatar oakley sunglasses
September 03, 2014 - 05:22
gravatar assignment writers oz
September 02, 2014 - 14:28

Unfortunately we are getting some negative comments about online educational system which really hearts our whole team and and staff. I think our valued customers needs to appreciate for our products like assignment writers oz and many others which are totally related to education and online buying guess papers. Hope we are receive some good comments from all over the world.

Leave a Comment

? ?

Powered by TalkBack