Entries with tag customer care .

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Blair McPherson
wrote a new blog post
20 Mar 2024 - 17:38

null When management only pretend to care

There is delegation and then there is abdication. Some organisation refer all complaints made to the Chief Executive (CE) back down the line to the responsible manager. So the complainant can find that their complaint is being dealt with by the person they are complaining about. In one resent example when the manager was informed of the intension to make a formal complaint they responded... See more
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Blair McPherson
wrote a new blog post
05 Sep 2023 - 15:06

null The manager sent the chef out to hear the diners complaints 

The chef stood at the customers table looking very uncomfortable. By his side was the interpreter  The manager was busy hiding. The interpreter spoke to the surprised diners. Surprised because they had made their complaints directly to the manager whose response was an indifferent what do expect me to do about it shrug of the shoulders. The interpreter said .It is important for the chef to... See more
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null 241 Views
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Blair McPherson
wrote a new blog post
19 Dec 2016 - 16:33

null Halford's an example of poor customer care and probably sexism

Halford's at Crystal Peaks Sheffield told my wife it would take an hour and a half and involve removing the bumper to replace a break light bulb. Mets of Dinnington did it there and then, took 2 minutes cost £5. What's so difficult about customer care? Guess where I'm going for my next service and MOT?  See more
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null 1560 Views
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Blair McPherson
wrote a new blog post
12 Feb 2016 - 16:14

null Bad Customers

  I can see it now one of those videos on the Internet by some American business guru entitled , " How to get rid of your bad customers". Serious articles in the Harvert Business review about how   studies of top US companies have revealed that they are good at "disensentivising" bad customers.  Now if by bad customers we mean those who are persistently or deliberately... See more
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null 1236 Views
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Blair McPherson
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18 Aug 2015 - 09:26

null The last 30 years as seen through the eyes of a public professional

  This could be the story of an local government professional, a librarian, a housing officer, a policy officer ,a finance officer, a personnel officer or an admin officer.   Tim trained as a social worker in the 80s. He went on marches in support of the miners. You wouldn't catch Tim selling the Socialist Worker in town on a Saturday. He wasn't that type of radical social... See more
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Blair McPherson
wrote a new blog post
09 Mar 2015 - 13:06

null Trained to feign indifference

The receptionist came out from behind the desk, spoke to and then stroked each one in turn. She clearly likes dogs. Not surprising you might say being as she works at a vets. Not so, we have been going to our vets for years and they are far more professional, they never smile, keep conversation to a minimum and never ever come out from behind the counter. Clearly the receptionist at the first... See more
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Blair McPherson
wrote a new blog post
12 Jul 2014 - 13:09

null Don't "unnecessarily" annoy the customer

The man who said customer care didn’t matter has had a change of heart. That is if you count a typically dismissive response to a customer survey and a sop to share holders concerns as a change of heart. Michael O’Leary boss of Ryanair has for a decade revelled in his reputation as the abrasive and opinionated Mr Nasty of the air line business who not only beats the big boys he does it by... See more
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Blair McPherson
wrote a new blog post
12 Jul 2014 - 15:20

null Customer care B*****d style

The best selling management books, the management gurus who write them and the management consultants who quote from them all agree. Successful businesses treat their customers right. It makes perfect sense if your business relies on repeat customers that a good experience will bring them back. Friendly, helpful staff, willing to “go the extra mile”, a philosophy that the customer is always... See more
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Blair McPherson
wrote a new blog post
12 Jul 2014 - 13:10

null Customer care Gangnam style

It’s everywhere and every ones doing it, it’s an internet sensation, it’s simply to do easy to copy and everyone is talking about it. It’s customer care gangnam style Any organisation can do it. All they need to do is get better at identifying and delivering what customers want. If we simply listen more we would waste a lot less time and money on providing service that people don’t want and... See more
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Blair McPherson
wrote a new blog post
12 Jul 2014 - 15:10

null Customer care New York style

Customer care New York style They say New York taxi drivers are the rudest in the world but customer care New York style is best illustrated by their breakfast dinners/experience. I've been to New York – I've seen the future.  It's fast, efficient, cheap and intimidating.  The future of our public services if they follow the previous pattern of imitating the US business model... See more
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