Organisations in the private and public sector face a constant challenge: to meet - and exceed - the demands of their customers, whilst improving business efficiency and controlling cost.
What does this feel like for the customer? What happens when organisations get it right - or very, very wrong?
This blog shares some of my thinking, advice and experience in some of the best, and worst, in customer service delivery.
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8 October 2012
Brilliant basics are essential in good service: a study of a banking failure
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I thought readers of this blog might be interested in the latest status of the content of this blog. Having still received no cheque after another 22 days, I attempted to raise a complaint via the Barclays website.
The response was "I'm sorry, our online banking service is unavailable at the moment."
In order to send Barclays an e-mail, I had to find their retail banking twitter account, publish an enquiry to their twitter account and extract an e-mail from the social media team, who I hope will now forward this to the relevant complaint manager.
Brilliant basics of customer response within hours on a twitter site is great, but the rest of the processes in the organisation need to work as well!
I thought readers of this blog might be interested in the latest status of the content of this blog. Having still received no cheque after another 22 days, I attempted to raise a complaint via the Barclays website.
ReplyDeleteThe response was "I'm sorry, our online banking service is unavailable at the moment."
In order to send Barclays an e-mail, I had to find their retail banking twitter account, publish an enquiry to their twitter account and extract an e-mail from the social media team, who I hope will now forward this to the relevant complaint manager.
Brilliant basics of customer response within hours on a twitter site is great, but the rest of the processes in the organisation need to work as well!