Services
Service with a Smile!
“We are experiencing unusually high call volumes and apologise for any delays. We value your business and our representatives will be with you as soon as possible.”
After enjoying a 35 plus year career in the service industry, I find myself often appalled by large companies’ customer service. And I know I am not alone.
What annoys me and other friends and colleagues most of all is the difficulty of reaching anyone with either the authority or even the ability to provide some form of solution or satisfactory response. Most web-sites don’t offer easy access to anyone by name and, often, not even by telephone. And that assumes everyone has access to the internet and web-sites. Usually, you are encouraged to compose a message into hopeful ether without knowing whom it might reach or what their role might be.
How many hours a year do you think you spend on hold listening to classical music ?
Even more relevantly, when you eventually get through, how many hours a year being led through the company’s processes and requirements (annoyingly automated) before they ever attend to yours ?
Early in the New Year we propose to mount a “Service with a Smile Campaign” to encourage companies to re-address and improve their CS procedures.
If you find any of this of interest, please let me know. Likewise, if you disagree or have issues with anything I write. And if you want to share your experiences, I’ll be happy to post on our web-site (assuming they are suitable for publication and attribution). Thank you for your interest and your valuable time.
David Powell
BBI Managers Ltd
We offer scale, scope and breadth of expertise without the overheads of traditional consultancies. Projects where we add value are typically about the challenges of international and global operations and expansion. As required by any given project, we assemble – from our Founder Members, Associates and related networks- the right team to deliver results. Our Circles of Trust concept summarises the scope of what we do at a glance, in terms of geographies, sectors and skill sets
How do we do this and why are we different?
- We don’t do off-the-shelf
- We only undertake projects where we can add value
- Our Founder Members and Associates are all independently successful and business-active
- We don’t have fancy offices and overheads: we operate virtually
- We assemble the resources necessary for a given project
- You pay only for our brain power and experience