Getting Customer Service Right - EastLink - International Year of Solutions
Thursday 20 January 2011
As promised, the wash-up to my experience with the toll-road operator Eastlink and what I regard as a pretty poor approach to Customer Service. However as I am treating this is the International Year of Solutions, I'm not complaining without making suggestions for improvement, which I have done
You can download the document here - pretty straight-forward though in putting it together, surprisingly longer than expected. They key takeaways for everyone with a customer service focus: don't claim you've done something you haven't; make it easy for customers to take the steps you want them to take; 'dear customer' is insulting - use their names when you want them to do business with you.
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Monday 27 February 2017
It's been a significantly busy couple of months looking at how Industries and Government Agencies are preparing for change. The Companies versus Climate Change conference in Fort Lauderdale, Florida in November/December, and a meeting with the Political Science Department at the University of Hawaii (Manoa) in January show that positive action is happening, despite some of the headlines
Saturday 31 December 2016
Many of you know that each year I make an observation about what I think the year will bring. The track record suggests I'm usually a couple of years ahead of the curve. With that said I'm calling 2017
Monday 12 December 2016
In Ft. Lauderdale USA I recently attending a delightful provocatively named 'Companies Versus Climate Change' conference. And the message is clear - companies, BIG well known companies are tackling the issues of climate change, sustainability and their carbon footprints and both making and saving VAST sums of dollars. The simple take away message from the presentations over the three days could not have been more explicit - tackling climate change pays off big time!