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Category Archives: customer service

Everything About Your Customer Service Is Wrong

Tuesday, September 16, 2008

It’s the morning of Monday May 19th and it’s been a long weekend. My girlfriend and I are waiting for a train to take us on a six-hour journey back home. We’re coming back from a festival and there are many other people like us waiting on the platform with suitcases and rucksacks. I’ve booked [...]

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6 reasons why your customer service sucks

Tuesday, July 29, 2008

Dave Gorman has had trouble with his BT broadband. Reading his comments on BT’s customer service, I can sense his understanding that the people he’s talking to don’t have any power to help him.
Having worked in customer service I cringe every time I read stories like this because I know what it’s like to be [...]

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