Customer Service Week is an important week for us as 18 months ago we formally recognised that customer experience is a strategic priority for Education UK Partnership. Therefore, following on the initial Partnership Insight work, just over a year ago we executed a customer experience strategy. Rather aptly as we are in “Customer Service Week”, we are waiting with anticipation for the Partnership Insight Continued results to be presented. This will show us what progress we have made against our targets and if we have hit or failed them.
I am sorry to say that I will be missing out on most of the activities as mid week I am going overseas. In particular I was looking forward to Thursday when we are having an exchange of team members with Salford University. However I am looking forwarding to catching up with the blog, as and when I can get access.
Regards
Arlene
5 October 2009 at 1217 |
Hello everyone
Just a comment from me, as those that know me, will know that I can talk about customer service all day…and night!
I got the train down to London this morning from Manchester and having a happy train manager who smiled made such a difference to the journey. You could hear the enthusiasm in his voice when he was making the announcements and as he came through checking tickets, he was polite and greeted everyone with a “hello”. Sounds so basic but makes such a difference. Customer service isn’t always about being brilliant, it’s just getting the basics right which is so important – wouldn’t you agree?
6 October 2009 at 0924 |
Hi.
I agree with Yogita, however unfortunately when you think about Customer service it is often the negative experiences which spring to mind as opposed to the positive! I had a different experience of customer service at the weekend on the same train provider as Yogita. The train reservations did not download until we had left the station, by which time a number of people, including families and elderly people had had to move carriages more than once as we were told to sit in our appointed seats despite the fact those without seat reservations had no idea which seats were reserved! I don’t mean to be a cycnic, but It doesn’t surprise me that this happened on a Sunday afternoon as opposed to on a Monday morning commuter train!