My recent experience of trying to resolve a problem as a customer has made me realise that the people at the other end of the phone don’t understand the difference between courteous and helpful. Following a frustrating experience I complained. Yes the staff were courteous, no they were not helpful they did not in any way progress my problem to a solution. The entire conversation was scripted. Organisation need to recognise the difference between being courteous and helpful.
Blair Mcpherson former Director author and blogger www.blairmcpherson.co.uk
