Entries for month: August 2009

Managers can make or break a company in the same way MPs can make or break a Government. While they do not always have the ultimate power on policy making, their actions will determine if the vote goes for or against their party. Equally, their behaviour can have a huge effect on the image and credibility of their party

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Ever wondered what a day in the life of a customer service manager on board a train is like? We interviewed Sarah from one of the train companies over here in the UK.

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I noticed that over on www.customerserviceawards.com they have now announced the finalists for the ‘09 National Customer Service Awards.

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I’ve got a number of Google alerts set up so that I can easily track what’s going on in our sector. If you’ve never used Google alerts before (www.google.com/alerts), then I highly recommend it. Google Alerts are email updates of the latest relevant Google results all thrown together i.e. web, news, blogs, etc based on your choice of query or keyword topic.

Two of my alerts are for the key phrases “customer service jobs” and “call centre jobs” and these help me to monitor a developing news story. I go through my alerts weekly and I must admit that over the last few months most of the alerts I have received have been about various call centres making redundancies and customer service teams shrinking.

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It's all too easy these days to get lost in the horror stories that go hand in hand with poor customer service and just as easy for those great experiences that make you want to tell everyone else to be forgotten about.

On a number of occasions recently I've had experiences with different organisations of all sizes that make me want to go back and do business with them again and tell someone else about the great way in which my problem was dealt with.

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