Tag Archives: customer experience

We might have sent you a document… could you check? No! You do the work!

I got an email from Standard Life saying ‘We’ve sent you an important document.’ Followed by a sentence, saying ‘Please log in to Online servicing’. If you can’t see it just yet, don’t worry – sometimes it can take up to 12 hours to appear so please check back later.’ Advertisements

No customer service without common sense

I went to a local One Stop shop (part of Tesco) to buy painkillers and queued up to pay. As I came closer to the till I gave the pack to my daughter (8 yr old) and a £1 so she could pay. The staff member at the till declared loud that he could not […]

Passive customer service is not customer service

I have several times reported a problem to One Stop (part of Tesco) about their staff closing an in-store Post Office before the announced closing hours. Their answer is just ‘we have asked the area manager to  investigate’ – that is just such a passive response and has nothing to do with customer service – […]

How to create ambassadors for your organisation

The view that people leave an organisation as an ambassador or as an enemy normal refer to the experience employees have when leaving an organisation, however the view is also relevant for the experience people have when leaving as a customer and it is essential in the social era to go a step further and […]

No symbols please, we are a bank

HSBC has a strange approach to web site security: They promote their Trusteer Rapport security software at each login to their business banking website so they give the impression they are keen on online security, however a basic step in improving security, the abilty to change password is so difficult that I had to call […]