Customer service: How language used can determine customer experience

Think of the last time you experienced great service. Can you remember how it made you feel?

I’m guessing you can, even if you don’t remember much of the other detail.

What about bad service? Easier to call to mind?

There are many aspects that make up our perception of great service, but it’s worth considering the impact of language upon the experience from the customer’s point of view.

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Why call centres don’t work (part 2)

Here is the second instalment of my blog about why call centres are a really bad way of managing customer relationships. They are also really bad for brands.

Recent news from the energy sector has indicated that bad customer service can impact profits. There is potentially more mileage in this given that a company’s position in any market is relative to competitors.

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