for more: http://www.bbc.co.uk/news/10323197

I heard a very disturbing story about a building company who threatened to “kill” a friend of a friend. Why? My colleague had complained to him that weeds was coming through the newly laid tarmacadam after two weeks – a very legitimate complaint obviously. True story.
“Extreme customer service” should put this guy out of business.

I have lost count this week of how many times I have received poor customer service. Alot of companies still don’t appear to realise that you need to work harder to retain clients.

And finally, I was saddened by the passing of Gerry Ryan the Irish braodcaster. Over the years I have the honour of been interviewed by him a number of times. I can say unreservedly he was the best interviewer I have ever had – his understanding and interest in the area of motivation/personal excellence was immense. What was even more remarkable for me was on one slot my twenty five min interview was preceded by a discussion about submarine rolls! Gerry Ryan RIP

One final question to ponder – are we better at honouring the dead than we are at celebrating the living?

Last week, I keynoted at an event in New York in the Hotel Jumeriah. When I was booking in, the customer service attendant presented me with a hot towel – just the pick me up after a long transatlantic flight.
Different – definitely; memorable and clearly a great promotional tool for the hotel! (I have blogged and tweeted about what could be described as a great example at how to exceptionalise a moment of truth with your customer.)

Have you spent time thinking about how you could exceptionalise your service?

Clearly the following case study is an example of a company who clearly haven’t even grasped what customer service means!

Just recently my father who still runs a small shop and petrol station asked me to follow up on difficulties he was having with some key deliveries.

In summary, he had been waiting on a significant credit to his account for some months now.

The customer service attendant conceded a refund was the appropriate outcome but didn’t have the power to effect change.

Her direct line manager accepted my father’s account should have been credited, but she hadn’t the power to make the necessary corrective action either! She had referred the account with recommendation up the line. That was August 2009 – two weeks ago my Dad’s account was suspended, the credit still hadn’t been sorted out!

On his instruction, I contacted the company again.

The manager was out on holidays so no one could try to fix the problem in the short term as they had no power. One new customer service attendant had no record of the ongoing communication that was happening between us and this organisation!

Also there was no interaction between accounts and customer service so regardless of what discussions were taking place with customer service, accounts wouldn’t change their position on overdue amounts.

And finally from the bizarre to the ridiculous! On my last call after another frustrating encounter, I hung up the line and decided to call my Dad. When I lifted the receiver, I noticed that the line was still live to this company. It turns out the attendant had failed to disconnect the line! I listened to a long conversation in which, I was branded as a liar as the girl had no email record of past conversations, she wondered who would speak to me the following day as I was demanding action, and she mused whether or not she was suitable for customer service to her colleagues!

So what was happening in this organisation?

Customer service reps and managers with no power to make any type of decision at source – a recipe for PR disaster. ( To put it in context we are talking about an amount of a few hundred euros – very little compared to the brand damage incurred.)
A policy of hoping the problem will go away.
No deadlines on action.
No transparency on accountability.
Bottom line – probably the worse example of poor customer service that I have ever experienced.

It made me realise that to assume that everybody still grasps the need for exceptional customer service in challenging times is a major oversight.
This organisation needed more than a motivational speaker!

I passionately believe that companies should look at customer service as a potential competitive advantage, a unique selling point in a very “me too” market. Remember the ground breaking research compiled by Amar Bhide and his team at Columbia University which showed that 88% of the breakthrough companies in the US were the result of exceptional execution of an ordinary idea. Why not exceptionalize your service and see what happens to your bottom line?
In the context of exceptional service, I must highlight a recent experience with Traveller Insurance and more specifically their Claims Representative Angela Hanrahan.
Unfortunately, a feew days earlier,I managed to enter and remain in a flood with my car! The bottom line was the engine and car was a write off. Not the ideal Christmas present, but at the end of the day it is only a car.
As a person that has never made an insurance claim in my life; I have to admit I was a little concerned about what may happen.

From my very first phonecall to throughout the negotiations with the assessor, to receiving the claims cheque; I can say I experienced exceptional customer service. What were the elements- 1. a compassionate ear 2. ongoing communication and never MIA – whenever Angela promised to ring me back, she did so on time every time. Whenever she promised a resolution to whatever issue, again the resolution happened on time every time.

Overall as I articulated to the lady in question, she was a fantastic ambassador for the company. She delivered what I expect from every interface with any organisation – the challenge is can the other companies now raise their bar? Can we call 2010 the year of exceptional customer service?

http://www.watsonwyatt.com/commroi/

No major shocks in these survey results – communication is one of the key skills in life and business. A skill that should be getting more focus within the education system which continues to fail both industry and society by focusing on grades.
Interpersonal and Intrapersonal intelligences are the two most highly paid intelligences in the world. Those high on these intelligences have the necessary life toolbox to excel in life and be able to transcend the inevitable personal challenges that will arrive on their doorstep.

Time for some real vision on this subject.

To deliver this workshop we have recruited the services of Kevin Kelly, whose latest book just happens to be called “Basics Before Buzz – Managing in Challenging Times”. Everyone who attends the workshop will receive a free copy of the book, and for good measure we will have networking opportunities before the event, and probably afterwards too!

Kevin’s promise is that if you attend you can expect to be stirred and shaken! Now there’s an offer you can scarcely refuse.

This event will take place in The National College of Ireland – IFSC Campus in Dublin on Monday 7th December 2009. The workshop itself will commence at 7.00pm. but hopefully as many as possible will come along earlier and network with their fellow IBW members in the college canteen from 5.30pm.
The registration fee for this event is €25,to be booked and paid for online and everyone attending will receive a free copy of Kevin Kelly’s latest book.
The event is only open to those who have registered and paid in advance.
To book: https://www.eventznet.com/295/ac/mayoceb/ibwseminar/

Communication is key – in tough times it is incredibly important that you tell the people where it is at, where it is going and so on.
Be authentic – it is strangely the new language in town – in reality it should have always been the only language. Honesty and integrity are the new buzzwords because we have seen how far we have went with spin and popcorn.

“Yes,” I replied; “you obviously are aware that I have your sports package.”
“Do you follow football?” she further enquired.
“Yes, I am a Liverpool Fan.” I enthusiastically responded.
“How would you like to buy the Manchester United Channel?” she added.
“What? Are you joking?” I enquired.
“You will be able to see all the pre-season matches,” adding her killer line!
It transpires the sales girl was from Australia and didn’t know anything about football in her own words.

Most definately a sales training opportunity in that organisation!

Basics – Know thy customer – Know thy product – Listen, people are telling you everything you need to know!

1. Focus on upskilling the unemployed/graduates for the “new world.”

2. Create part time work for the unemployed – either in the community, within semi state organisations or subsidise companies to take them on.

3. Invest more in start your own business initiatives and in stimulating idea generation within communities.

4. Invest resources both financial and non financial (mentor support/training etc) in small businesses.

5. Focus on key growth areas and provide the necessary supports to exploit these opportunities. (Energy, Technology, Ebusiness.)

6. National Skills Audit.

7. Improve links between college and industry.

Another suggestion was to move away from the focus on “five star” and develop more backpackers holidays.
Sell Ireland for its beauty and its food.
(1,2, and 3 were the most popular suggestions by far.)