Customer Experience Counts (Now, More Than Ever!)
It’s not often that airports lead the way in showcasing a commitment to excellence in customer service. I mean, come on, we’ve all been there – it’s as if any sign of a personality has been surgically removed. You have to remortgage your house to buy a sandwich, and then realign your taste buds in order to enjoy eating it. It seems that a certain English airport is...
Read MoreCustomer Service vs The Welfare State
I’ve blogged before about the odious quality of what is laughingly known as ‘customer service’ in this dour country of ours. I’ve said that I prefer American schmalz to European laissez-faire anytime, although many masochists disagree. Apparently some of you out there enjoy being ignored, patronised, disrespected, insulted, and ripped-off on a fairly regular...
Read MoreLearners or Customers?
There’s an interesting article on the BBC website about whether students should think like customers. The thrust is that it might be dangerous because it forces cash-strapped academics to demean themselves by marketing their courses. The pain, the pain… As a training consultant and business owner, I’m used to making the link between customers and learners. For me, they are one and the same....
Read MoreA Test For Manhood
Assume three things. Number one – you’re in a restaurant. Number two – you like your steak rare. Number three – you’re a man. So you order a rare steak and you’re really looking forward to it. The juices are flowing. You’re in the company of good friends so the craic is flowing. Ah, the smells, the atmosphere, the wine, it doesn’t get too much better than this. Then...
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