I really like podcasts and one of my favourites is BBC Radio 4’s The Bottom Line. I was recently listening to one of the episodes on customer service, Evan Davis was talking to some European heavy hitters about what customer service meant in their businesses. It’s hard for small and mid-tier businesses to compare themselves to the likes of Ryan Air, Dixons Carphone and Scottish Power. However, the three panellists gave some interesting insights as to how their organisations had succeeded and, more importantly, failed with their customer service strategies.
The three businesses had very different definitions of customer service; they talked about how technology played a part in the engagement with their customer and the role their staff members played.