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What’s at the heart of your customers?

Lance and Kat were discussing a recent customer service issue and what was needed to get to the heart of the matter. Here’s Lance’s experience.

When a part of my son’s Wii U Christmas present (ordered online) arrived with a damaged base-plate, the obvious thing to do was to call the customer service department of the large national retailer, to arrange for a replacement part. Really straightforward you might think. Well not in this case.

Firstly, the person on the other end of the phone said they didn’t do that particular bundle any more so all they could do was give a refund. They explained that I needed to give them a date when I’d be in all day so that their courier could collect the whole bundle.

I explained that my 9 year-old son had already used the Wii U and if I returned the whole thing he’d lose the levels he’d reached on some of the games. I pointed out that I only needed a Disney Infinity base-plate. She replied, “We can’t replace one item, it needs to be the whole bundle. Sorry, but there’s nothing else we can do.”

After pointing out I was unhappy with the customer service, I was offered £20 compensation. Great, eh? That’d solve my issue then.

Hand holding stone heart

What happened next may sound familiar to some of you. I complained about the response to my original issue. This time I spoke to someone who recognised what was important to me as a customer. They understood it wasn’t about giving me compensation, or about giving me a refund. What was important to me was the same thing that was important to my son. Once this was recognised, the solution was really simple; a small refund so that I could buy a new Disney Infinity base-plate. No compensation needed.

So what was the legacy of this experience? Well it goes something like this:

  • I wasn’t listened to in the first instance
  • The member of staff I spoke to didn’t try to understand mine and my son’s predicament
  • I needed to call them twice to get an acceptable resolution to the issue

Had the first person taken a bit more time to listen to what was really important to me they’d have been able to resolve my issue. Instead they took the standard option of offering compensation.

We often hear of organisations trying to become more customer-focused. If you want to put the customer at the heart of everything you do, you need to find a way of helping your employees truly understand what’s at the heart of your customers. If you’re not sure how, get in touch with the bunch today.

Why measures are important but not everything

Typical contact centre scoreboard

Matt was recently thinking about the statistics culture we live in when he saw a sign outside a pub that read, ‘The average human walks 900 miles per year and drinks 22 gallons of beer, meaning we get about 41 miles to the gallon. Better than most cars.’ Figures are important but are they everything? Matt ponders what this means in the context of measuring customer service.


Delivering stunning customer service by asking the right questions

Home delivery

Kat was remembering how she’d once bought a coat she’d seen in a magazine…from the comfort of her own home. It wasn’t done online, or over the telephone with a credit card, or even by pressing the red button on her TV remote! It came about through a commitment to stunning customer service, with a simple question, and a little bit of serendipity.


Mind the space


Could a more mindful society be a better society? David’s been thinking this idea over recently… So, there’s my wife Lisa, sitting in her car, stationary and with the engine off, when crunch… scrape…scratch…her two-week old shiny car isn’t as shiny as it was. A young woman misjudged the parking space next to Lisa’s and […]

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