Skip to main content
Facilitate Magazine: Informing Workplace and Facilities Management Professionals - return to the homepage Facilitate magazine logo
  • Search
  • Visit Facilitate Magazine on Facebook
  • Visit Facilitate Magazine on LinkedIn
  • Visit @Facilitate_Mag on Twitter
Visit the website of the Institute of Workplace and Facilities Management Logo of the Institute of Workplace and Facilities Management

Main navigation

  • Home
  • News
    • Comment
    • People
    • Reports
    • Research
  • Features
    • Analysis
    • Features
    • Round Tables
    • Webinars
  • Outsourcing
    • Contract Finder
    • Contracts
    • FM Business Models
    • Interviews
    • Mergers & Acquisitions
    • Opinion
    • Procurement
    • Trends
  • Know-How
    • Explainers
    • Legal Updates
    • White Papers
  • Jobs
  • Topics
    • Workplace Services
      • Hospitality
      • Catering
      • Cleaning
      • Front of House
      • Grounds Maintenance
      • Helpdesk
      • Mailroom
      • Manned Guarding / Security
      • Pest Control
      • Washroom Services
      • Disaster Recovery
      • Specialist Services
    • Professional Performance
      • Behavioural Change
      • Continual Professional Development
      • Education
      • Management
      • Recruitment
      • Training
    • Workplace Performance
      • Benchmarking
      • Health & Wellbeing
      • Operational Readiness
      • Procurement
      • Security
      • Workplace User Experience
      • Workplace Culture
    • Compliance
      • Health & Safety
      • Risk & Business Continuity
      • Standards
      • Statutory Compliance
    • Building Services
      • Architecture & Construction
      • Asset Management
      • Building Controls
      • Building Fabric
      • Drinking Water
      • Fire Protection
      • HVAC
      • Landscaping
      • Mechanical & Electrical
      • Building Security
      • Water, Drainage & Plumbing
    • Technology
      • Building Information Modelling
      • CAFM
      • Data & Networks
      • Document Management
      • Information Management
      • Internet of Things (IoT)
      • Software & Systems
    • Energy management
      • Energy Management Systems
      • Electricity
      • Gas
      • Solar
      • Wind
    • Sustainability
      • Environmental Quality
      • Social Value
      • Waste Management
      • Recycling
    • Workspace Design
      • Agile Working
      • Fit-Out & Refurbishment
      • Inclusive Access
      • Lighting
      • Office Interiors
      • Signage
      • Space Planning
      • Storage
      • Vehicle Management / Parking
      • Washroom
    • Sectors
      • Corporate Office
      • Education
      • Healthcare
      • Manufacturing
      • International
      • Retail
      • Sports & Leisure
      • Regions
  • Buyers' Guide
Quick links:
  • Home
  • Topics
Comment

It's as easy to do customer service well as it is to get it wrong

Open-access content Monday 2nd February 2015 — updated 4.00pm, Tuesday 26th May 2020
John Bowen

 

2 February 2015  


Customer service is something of a passion of mine and over the past week a few examples - good, bad and indifferent  - have prompted some thoughts, blogs John Bowen.


The first came when I was shopping at one of the large retail chains. I try to help others to help me and had begun to sort through assorted vouchers and coupons as I waited for the person in front of me, but had not finished by the time my turn came and so I offered the cashier the ones that I thought applied.


"You can't use this one and that one in the same transaction." I was told in a tone suggesting that I might have in some way insulted the cashier's mother.


The contrast with shopping in America is strong. There, if I do not have a coupon when I come to pay I am usually offered one. I remember once when we went to buy some saucepans; at the till I was not only offered a coupon, but one that saw me leave with so much stuff that someone had to help me carry it to the car. I paid half price for what I went in for, but took home goods five times that value. We have a long way to go here.


On the business front an item we ordered on the web arrived, but what was in the (sealed) package was not what it said on the box. A few clicks on the web and we printed off a return postage label and the package was back in the post the same day. Two days later an email confirmed that the goods had been received and that we would be contacted within five working days. Now five days seems a long time, but we were busy and 10 had passed before we realised that there was no news. We rang, gave the transaction number and were told that the item had not been received.


We pointed out that we had been emailed and after a couple of minutes checking they apologised, said that they did have the item and that a replacement would be sent that day. It arrived the next morning, so it was a bit of a curate's egg in terms of service, but one where the attitude of the people on the customer service team was good; they were just let down by a process glitch that should be easy to fix.


Another horror story. One of our business insurances needed renewing and, as usual, an internet trawl helped us decide to go with the same supplier as last year. Clicking on the option to renew there and then, the payment details were entered. But then, instead of a message to confirm the renewal came one that said the transaction could not be completed and we should try later. 


Within 10 minutes a very pushy young man telephoned and as good as demanded that we give him credit or debit card details over the phone. He did not get them. The next day we received a call from someone claiming to be from a sister insurance company. He too was aggressive in his approach and we put the phone down on him. Neither company is likely to get any business from us in the foreseeable future.


To end on a good example, something we purchased failed to perform so we emailed customer care. They telephoned us within 30 minutes and, having confirmed our address, promised action. The next day we received a replacement, a pre-paid label and padded envelope to return the faulty item and 20 pounds' worth of vouchers along with an apology. Some people know how to do it well. It isn't any harder than doing it badly, so why do so many make such a meal of it?

 

John Bowen is an FM consultant

http://thatconsultantbloke.wordpress.com/

Also filed in:
Topics
Comment
Content

You might also like...

Share
  • Twitter
  • Facebook
  • Linked in
  • Mail
  • Print

Today's top reads

 

Latest Jobs

Project Leader (Maternity Cover One Year Contract)

Cambridge
Circa £50,000 Pro Rata + Benefits & Opportunities
Reference
56378

Maintenance Supervisor

Surrey
Up to £43,000 + Excellent Package & Opportunities
Reference
56376

Regional Facilities Manager

South West England
Circa £40,000 + Benefits & Opportunities
Reference
56375
See all jobs »

 

 

Sign up to our newsletter

News, jobs and updates

Sign up

Subscribe to print

Sign up to receive our bi-monthly magazine

Subscribe
Facilitate magazine cover, June 2020
​
FOLLOW US
@Facilitate_Mag
Facilitate Magazine
Facilitate Magazine
CONTACT US
Contact us
Tel: 020 7880 6200
​

IWFM

About IWFM
Become a member
Qualifications
Events

Information

Privacy Policy
Terms & Conditions
Cookie Policy
Think Green

Get in touch

Contact us
Advertise with us
Subscribe to Facilitate Magazine
Write for Facilitate Magazine

General

IWFM Jobs
Help

© 2022 • www.facilitatemagazine.com and Facilitate Magazine are published by Redactive Media Group. All rights reserved. Reproduction of any part is not allowed without written permission.

Redactive Media Group Ltd, 71-75 Shelton Street, London WC2H 9JQ