When was the last time you saw an article about GREAT customer service, in fact how often does good news appear in the press apart from as an after thought? Perhaps you saw the articles in the weekend press about Edwina Currie in Mothercare, along with Lloyds Bank and the issues with its call centres. With regard to the Edwina situation, clearly there are two sides to the story, but what does a headline like “Edwina Currie thrown out of Mothercare” do to the profile of your brand? Whatever the extenuating circumstances, perhaps it is a reminder that at any one time each member of your staff IS the face of your organisation, and their actions will reflect on every one of their colleagues as well as the organisation. This highlights the need to ensure that Customer Care training is most effective when it is re-visited regularly and really embedded in the culture of your business, rather than “one off” workshops once a year! Consistency is one of the keys to success in service organisations.
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