With the best will in the world sometimes things go wrong. It might be incompetence , or a breakdown in communication – or just plain bad luck.
So why this post today?
Well I placed an order online with UK department store Marks & Spencer at the beginning of last week for a couple of Christmas presents. According [...]
Dan Johnson commented on my recent post Why is it so hard to get feedback right with such a great idea I decided to repeat it here…
My wife and I have been working on this lately, for customer service problems we run into throughout our lives. We tend to write letters and have had good results [...]
I have just taken delivery of new curtains. My husband and I ordered them at John Lewis on Sunday. The lovely lady there talked us through the options. She asked us whether we wanted express service. We asked how much more that would cost and she said that there was no extra charge. The curtains [...]
I wanted to share a quote with you that really made me think. In an article in the Daily Telegraph about customer service Andrew McMillan , the customer service manager at John Lewis said “…Up to a point you can take and intelligent person and train them to be polite. But you can’t train a [...]
There will no doubt be a fair number of you who – having read the title of this post – know where I am going. However I expect many many more might think I have made the penultimate word up!
So before I tell my story let me explain.
In his book “Emotional Intelligence at Work” Daniel [...]
