Customer Service - Management Consulting

Customer Service - Management Consulting Game on! Life is too short to let bad
service ruin even a day of it!

18/11/2021

Forwarding suspicious texts to 7726 can help protect you and others from future criminal scams.

➡️ You can find more advice and our simple steps to stay here: https://ofcom.in/Stampoutscams

Congratulations Ron!
12/03/2018

Congratulations Ron!

We are honored and pleased to share that our founder, Ron Kaufman, has been awarded Global Guru #1 ranking in the Customer Service category for 2018. At UP! Your Service we believe that all of us can [...]

Some more "recommended reading". Mostly common sense this, but if you don't know why its done this way you can always gi...
16/11/2017

Some more "recommended reading". Mostly common sense this, but if you don't know why its done this way you can always give me a ring!

Engineer a customer service revolution in your organization. Download the Harvard Business Review featured white paper authored by Jochen Wirtz and Ron Kaufman.

13/08/2017

Yesterday I had the pleasure of talking with a young businessman who has entered the world of the entrepreneur.
We discussed several aspects of his business from product safety and safe working practices through Service Mindset and down to details of how to identify packages in an effective and efficient manner.
It was a delight to have someone who was hungry for ways to cope with the swift growth of the business while never losing the special relationship he's developed with customers and suppliers alike!
Sure, he's going to get it wrong sometimes -who doesn't - what matters more is the willingness to learn and to ensure the customer isn't the one paying for the learning!
I'm in no doubt I've helped, but to be honest he helped me more in reminding me just how much the way we treat our customers defines our business and whether it fails or, like his, experiences massive organic growth!

United Airlines. A service company. Some people won't know this, but United have never had a positive customer service r...
11/04/2017

United Airlines. A service company. Some people won't know this, but United have never had a positive customer service reputation. Quite the opposite in fact.
So much so that for a very long time - at least 15 years - there's been an alternative "protest" website. Untied.
I'm aghast at what they've done, but not surprised in the least bit. I am surprised they are still in business though. A service based business MUST be customer focused, and genuinely so. Anything else is soon detected by customers as being fraud. A fake. Not walking the talk.
Have a look for yourselves... dont let this be your business.

://mobile.untied.com

Consumer advocacy site helping passengers and employees of United Airlines maintain their rights

Advised watching! Recommended!
24/11/2016

Advised watching! Recommended!

Webinar: The Foundation of Service Excellence, 30 NOV
Find out what are the Six Levels of Service to understand how others evaluate your service. Register today. https://goo.gl/SpplQp

08/08/2016

Sometimes, not having a clear plan can cost a business a lot of money.
Here is one such example. An accident has happened, no one was hurt (but they could have been). The investigation reveals the company didn't have a plan, and were not prepared. Result - a big fine.

Have you got a plan for when Customer Service goes wrong? What could you do to recover? What could you do to prevent it happening at all?

http://press.hse.gov.uk/2016/a-rocket-motor-company-fined-for-safety-failings/?eban=govdel-fire-and-explosion&cr=08-Jul-2016

An engineering company in Worcestershire, has been fined more than £380,000 for safety failings.

How poor customer service from a big housing developer can cause misery. Leena has clearly informed them of the problems...
27/01/2016

How poor customer service from a big housing developer can cause misery. Leena has clearly informed them of the problems but the company isn't listening. Putting it right would cost them far less than the adverse publicity.
In this case, judge for yourself: should the drains not be able to cope regardless of there being a small raised patio?

A frustrated couple have been left with a sinking feeling after watching in horror as their back garden turned into a muddy pond.

20/01/2016

Food for thought.

http://inspirationandchai.com/Regrets-of-the-Dying.html


For many years I worked in palliative care. My patients were those who had gone home to die. Some incredibly special times
were shared. I was with them for the last three to twelve weeks of their lives.
People grow a lot when they are faced with their own mortality. I learnt never to underestimate someone’s capacity for growth. Some changes were phenomenal. Each experienced a variety of emotions, as expected, denial, fear, anger, remorse, more denial and eventually acceptance. Every single patient found their peace before they departed though, every one of them.
When questioned about any regrets they had or anything they would do differently, common themes surfaced again and again.

Here are the most common five:

1. I wish I’d had the courage to live a life true to myself, not the life others expected of me.
This was the most common regret of all. When people realise that their life is almost over and look back clearly on it, it is easy to see how many dreams have gone unfulfilled. Most people had not honoured even a half of their dreams and had to die knowing that it was due to choices they had made, or not made.
It is very important to try and honour at least some of your dreams along the way. From the moment that you lose your health, it is too late. Health brings a freedom very few realise, until they no longer have it.

2. I wish I didn’t work so hard.
This came from every male patient that I nursed. They missed their children’s youth and their partner’s companionship. Women also spoke of this regret. But as most were from an older generation, many of the female patients had not been breadwinners. All of the men I nursed deeply regretted spending so much of their lives on the treadmill of a work existence.
By simplifying your lifestyle and making conscious choices along the way, it is possible to not need the income that you think you do. And by creating more space in your life, you become happier and more open to new opportunities, ones more suited to your new lifestyle.

3. I wish I’d had the courage to express my feelings.
Many people suppressed their feelings in order to keep peace with others. As a result, they settled for a mediocre existence and never became who they were truly capable of becoming. Many developed illnesses relating to the bitterness and resentment they carried as a result.
We cannot control the reactions of others. However, although people may initially react when you change the way you are by speaking honestly, in the end it raises the relationship to a whole new and healthier level. Either that or it releases the unhealthy relationship from your life. Either way, you win.
4. I wish I had stayed in touch with my friends.
Often they would not truly realise the full benefits of old friends until their dying weeks and it was not always possible to track them down. Many had become so caught up in their own lives that they had let golden friendships slip by over the years. There were many deep regrets about not giving friendships the time and effort that they deserved. Everyone misses their friends when they are dying.
It is common for anyone in a busy lifestyle to let friendships slip. But when you are faced with your approaching death, the physical details of life fall away. People do want to get their financial affairs in order if possible. But it is not money or status that holds the true importance for them. They want to get things in order more for the benefit of those they love. Usually though, they are too ill and weary to ever manage this task. It is all comes down to love and relationships in the end. That is all that remains in the final weeks, love and relationships.

5. I wish that I had let myself be happier.
This is a surprisingly common one. Many did not realise until the end that happiness is a choice. They had stayed stuck in old patterns and habits. The so-called ‘comfort’ of familiarity overflowed into their emotions, as well as their physical lives. Fear of change had them pretending to others, and to their selves, that they were content. When deep within, they longed to laugh properly and have silliness in their life again.
When you are on your deathbed, what others think of you is a long way from your mind. How wonderful to be able to let go and smile again, long before you are dying.

Life is a choice. It is YOUR life. Choose consciously, choose wisely, choose honestly. Choose happiness

Today, I've been looking at waivers. I've been asked to sign one for my young son to go to a birthday event held as an a...
11/01/2016

Today, I've been looking at waivers. I've been asked to sign one for my young son to go to a birthday event held as an activity. The company sent me their waiver form to sign, but I was a little concerned about the content because I recalled that in the laws' eyes, you can't be asked to waive your legal rights.

After a short time looking into this, I was rather pleased to find a rather clearly written piece of legal advice which I've decided to share here.

Consider this though, what is the customer service attitude of the business that actually requires its customers to sign such a waiver? What kind of message are they sending?

For me, it says they are less worried about the customer being safe during participation in their event than about their financial risk.

Here is the article, you decide:
https://www.unlockthelaw.co.uk/News/trampoline-trauma-why-you-cant-literally-sign-your-life-away/910117083.html

An important UK change in the law for consumers. This content courtesy of the BBC:http://www.bbc.co.uk/news/business-344...
01/10/2015

An important UK change in the law for consumers. This content courtesy of the BBC:
http://www.bbc.co.uk/news/business-34403005

New consumer protection measures - including longer refund rights - come into force under the Consumer Rights Act.

25/09/2015

Many years ago, in the last years of last century, I had to write a reliability (failure rate) analysis and prediction for a new product range. The very senior company manager changed my figures, revising them downwards. His explanation was, having to go and present the analysis to the board "I can't tell them that. Its not what they want to hear".
I've only heard this sentence on other time before today, but in both cases not telling top management the honest truth resulted in bad decision making, and people losing their jobs as a direct result.

Today, the top management of VW claim they didn't know about the emissions dodge. I for one believe that to be true, and that someone did know but again was afraid to say. The damage caused is highly visible this time.
Working in customer service sometimes means having to tell the truth in rather difficult circumstances. I can assure you, my experience has been that its a lot tougher to deal with the consequences of not.
For the managers and supervisors reading this, make sure your staff aren't living their work life in a state of fear, afraid to tell you the truth in your business. It means you will, like the VW top management, only find out there's a big issue when its already too late.

Has this happened to you? Does it happen where you work?

Why not comment, and share your experiences here?

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