Good Customer Service #Reviews #Praise


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Good customer serice is always vitally important to me and has been my passion in every job I have had.  No matter how small an act of kindness that is given, it will often mean an awful lot to the customer that is receiving it.

But, I also accept good customer service in return. Sadly, this doesn’t always happen and what is even sadder is that people are often ready to complain more than they give a compliment. If ever I receive exceptional customer service and someone goes over and above their role to make me feel that my issue has been resolved I will often email/tweet/or contact the company involved.

How would you feel if someone took the time to call you or your company to say how well you did your job and how thankful they were? I tell you the feeling is magnificent and will make you feel so good.

The same if you see or hear one of your staff members go over and above to ensure that a customer gets a good service, tell them. Share with them how impresses you were. It makes them feel so good.

So, I am going to praise good customer service on my blog. I will nominate one person or company each month and share with you why I felt they deserved the nomination.

So, to start the new year I am going to start with 3 companies that I have found to have had exceptional customer service, that has listened and resolved my issue.

These are in no particular order.

 imagesI recently had an issue with my iPad. I phoned our local store and was put through to the call centre. I had a lovely chap that gave me his name, and straightway took my telephone number in the event we got cut off he would be able to ring me straight back.

He took me through several different steps on my iPad trying to solve the problem assuring me all the time that he would do his best to solve the issue.

After about 20 minutes we had covered all areas that he felt would rectify the problem, and whilst doing so explained exactly what he was doing and why. He also gave me some tips along the way that could help in the future.

He gave me a case number and said if I was experiencing any problems relating to the issue to phone back quoting this number and the person dealing with it would be updated with what had already been done.

The call wasn’t ended until he knew that I was happy and understood that if I was not happy I could phone back at any time.

This hasn’t been the first time that I have had to contact Apple by phone, or go in person into the store and every single member of staff has always giving first class service. Well done Apple and a big thank you for the lovely staff that you have working for you. They are always friendly, take the time to deal with the issue and see it through and know your products inside out.

 

joules-logo-v2I had an issue with an item that was bought for me only last Christmas. I had hoped that this item would have lasted a bit longer that it did. I tweeted Joules saying I was gutted that my item had stopped being fit for purpose.

I got a very quick response asking me to DM them (direct message) and give more details and include my email address. I replied and within minutes got a reply saying that someone would reply to me via email.

I received a very friend email asking for some more details which I gave and the next day got a reply to say that a new replacement would be on its way that day.

This issue was all done via email, but you can still get vibes from how someone speaks to you and these responses were friendly, quick and to the point.

Well done Joules for your quick response via twitter and email and thank you for the suburb customer service. The whole issue took 4 days from the very first tweet to delivery.

utility-warehouse_finalWe moved into our house just over 2 years ago. It was a total renovation and we were up to our eyes in building work getting the house in order, along with getting all the utilities installed and up and working.

A good friend of mine recommended Utility Warehouse and what sounded appealing was they did most of the utilities we needed. Gas, Electricity, Internet, home phone, mobile phone data calls and texts all under one roof. It seemed to make life a lot easier.

We had a lovely rep out that went over a plan that would suit our needs. He also informed us of some loyalty benefits that we would be entitled to which was a lovely surprise.

So, we signed up and to date have not had any regrets.

For me what makes this company so different to other utility companies is their customer service. Every single time I have ever had the need to phone I have always been dealt with the most pleasant person at the other end of the telephone. They have always resolved the issue and had always made sure that I am happy before ending the call.

The “dread” of phoning a call centre is no longer there in the knowledge that if I do have to phone them I am confident that the issue will be resolved before the call is ended.

Well done Utility Warehouse, you have a great team working in your call centre who are knowledgeable and always extremely helpful and polite.

Have you experienced good customer service recently? If so please so share with us all.

 

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Sometimes Rules Need To Be Broken


We have just seen in the new year here in the UK. As I type this its 00.15 on the 1.1.19 everyone is celebrating all over the country wishing everyone Wealth, Health and Happiness.

My mum being Scottish New Years Eve was always the most important night in the year. She loved it. A as child I had lovely memories of her partying on NYE. New Years Day would be like another Christmas Day with another big dinner on the table.

Sadly this isn’t the case for some. People in ill health, people in hospital or hospices, others going through abuse in the home. Spare a thought for those that are not celebrating tonight.

NYE always bring me back to my mum being very poorly in hospital after having major surgery. I had to travel a 100 miles to see her and did this a couple of times a week.

We went to visit her during the day on NYE and I asked a nurse if my dad and I could come back that evening around 11.50 to sit with her to see the New Year in together. I explained the importance of what it meant to my mum. The nurse refused without given it a second thought. I know it was the rules, but would it have really hurt if we had come back. Mum was in a little bay to herself so we knew we wouldn’t disturb anyone else. All we wanted was 15 minutes sitting with mum. But she wasn’t going to allow it to happen. How I regret that I didn’t push it any further.

So, my mum was on her own for her first NYE. No one with her.

She died the following day.

I still feel angry with myself for not pushing it further, maybe asking someone else and hoping for a different answer. And I still feel angry with that nurse. Could she not have broken the rules just that once. I know if I were in her shoes I would have tried in someway of allowing this to happen. I felt that the nurse lacked empathy.

Seeing with the eyes of another

Listening with the ears of another

And feeling with the heart of another.

If you are ever in doubt and you inner self tells you its the right thing they try your hardest to get it done. Rules sometimes can be broken to make people happy.

30 years service and not even a “thank you”


 

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I have a very good friend that has just completed 30 years’ service with the organization that she works with. There are not many employees that can actually say they have done that amount of years working for the same company.

I was saddened to hear that her place of work, or her immediate bosses failed to do anything to recognise all the years she has put in. Not even a card. For her it was just another normal working day. To say I was disappointed for her is an understatement.

I know how hard she works, going over and above her job description on many occasions to help the many people that she looks after, often working past her finishing time. She is the most obliging person, extremely likeable and very happy to do whatever she can to help someone else out. She is the type of person that I would definitely want working for me.

Her dedication and enthusiasm to help others is unbelievable.

Shame on her boss, and her organisation to let such an important day go by without some sort of appreciation.

What does your organisation do for long serving members of staff?

Caring and Compassionate #BournemouthBirthCentre #MaternityUnit


I was honoured recently to be a birthing partner for someone having their baby in the Bournemouth Birth Centre. It was their second baby but their first time in Bournemouth.

What can I say but WOW what an amazing experience from the moment we walk in through the door to the after care and so much more.

The unit itself is truly marvellous. Its modern, with a welcoming Reception area, extremely friendly and spotlessly clean. You get a feeling of being welcomed and that feeling never went away.

The midwives and maternity healthcare assistants couldn’t have done anymore for us all. Myself and the dad to be was included in every part of the care throughout the stay.

The birthing room itself was large, well equipped, gentle music playing in the background and a birthing pool with its gentle lightening to the therapeutic aromatherapy oils gently whispering through the air. A fully equipped en-suite just made this room everything that could possibly be needed.

The little touches in the unit were amazing. Lovely names for each of the birthing suits.

Beautiful phrases on the walls

and each time a baby is born there is a place for them in Reception on a blue or pink lamb with the date of birth and the weight and apparently in a years’ time they will be sent this lovely memento to keep.

Whilst in the earlier stage of labour we took a slow walk around the lovely lake so beautifully landscaped in the grounds of the hospital. Certainly, a place of tranquil and beauty for patients and visitors to enjoy. It was early evening, it was quite as we watched the birds on the water, and the tiny rabbits playing in the grass. Seating all around for us to pause while another contraction took hold.

Lots of tea and coffee, laughs and hugs and the most amazing experience watching their baby son coming into the world. This is one experience that I will cherish forever and this was made possible by the very caring and compassionate members of staff.

The parents spent the night bonding together in the Birthing Centre with their new son the husband having his own bed for the night it really was like home from home.  The following morning, they welcomed their 2-year-old in to meet his new brother. It was so very relaxed and emotional. Family time just the four of them for the first time together.

The care didn’t end when they left the unit. They were encouraged to phone if they had any queries or worries, was told they could come back to the until if they felt the need and their midwife followed up with a phone all 3 days later to see how they were all doing. What a fantastic service.

I cannot praise the unit enough. I honestly don’t think they would have got any better treatment if they had paid privately. The whole experience was 5*. This indeed just shows how fantastic our NHS is and how extremely lucky and proud we are to have this wonderful hospital on our doorstep.

what a lovely start to a new life

Behind a Cancelled Appointment #Dentist


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Its happens to the best of us – most of us as a Receptionist will have at one time or another booked someone in with the wrong healthcare professional. But it’s how you deal with mistake, and the actions we take to ensure that:

  1. a) it doesn’t happen again and
  2. b) the patient is inconvenienced as little as possible, most important to remember it wasn’t their mistake they were booked in with the wrong person.

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A good friend of mine had this happen to her only last week. She was booked in with a wrong dentist at her Dental Practice – and here is the impact both emotionally and financially it had on her life due to a wrongly booked appointment.

Firstly, the patient has a phobia of the dentist, so to book an appointment in itself is a major ordeal for her. She was told at her last appointment that she needed to have a tooth extraction. The appointment was booked some 6 weeks away – 6 weeks of anxiety about the forthcoming appointment.

No one enjoys going to the dentist but to have a phobia is on another level and unless you understand this you have no idea the stress and anxiety it can cause the patient and those around them.

Her appointment was booked for 10 am last Monday morning. At 9.15 she received a call from the Practice tell her that she had been booked into the wrong dentist (she had been originally registered with the dentist she had mistakenly been booked in with – but because she had gone over a certain period of time without an appointment she had to re-register with the same Practice but was registered under another dentist) She was told that the dentist she was NOW registered with was fully booked for that day, and her previous dentist had refused to see her despite having the half hour appointment booked out.

The receptionist did apologise, and commented that she could hear how anxious the patient was at having the appointment cancelled. She was offered another appointment for the Wednesday at 8.30. She had to refuse this because she had children that she had to get to school and the dentist was a good few miles away from where they lived. She was then offered another appointment on the Friday morning at 10.00.

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Now this already had started causing the patient problems. Because of her phobia of the dentist her husband who is self-employed had to arrange to take time off from work to accompany her to the dentist. When he doesn’t work he doesn’t get paid. The patient also works 3 evenings a week, and Mondays were one of her nights to work.  Because she was going to have a tooth extraction it was suggested because of the type of work she does that she didn’t go into work that evening, so she had to arrange a swap with someone at her work. So, the cancelled appointment had already started to cause unnecessary problems as she now had to have another night off as the appointment was booked for the Friday which was another night she was scheduled to work.

She didn’t feel she could ask for another swap and she didn’t want to take this off as sickness as she prides herself on her exemplary sickness record and didn’t want to leave her work colleagues under pressure if she phoned in sick. She spoke to her boss and she had to take the night off as unpaid leave – another loss of earnings. Her husband had to also swap work around meaning that he was again losing more money on the Friday morning.

She arrived at the dentist, with her phobia now causing her concern she looked for reassurance from the dentist – which sadly she didn’t get. She was given the injection and asked to sit in the waiting room – the injection didn’t seem to take, so she was given a second and third injection before being told that it hadn’t taken and therefore the dentist couldn’t do the procedure. She was told she would have to be referred to the hospital to have the extraction done under a general anaesthetic and was told to expect to wait between 3-6 months. She really wanted to have this procedure done and dusted just to get it out-of-the-way and she certainly wasn’t keen on the thought of having a general anaesthetic, but understood why this would have to be done.

So, she was sent home, she had paid for the extraction that she didn’t have. On top of that now having to take a night off work without pay as well as her husband losing another half day’s wages. This tooth extraction that didn’t happen had now cost them both a lot of money.

10 minutes after leaving the dentist her mouth went completely numb and she couldn’t feel a thing, making her question if she could have indeed had the procedure done after all. She did feel that the dentist had certainly rushed through the appointment.

All of this causing annoyance and stress which could have been avoided if she had been put in with the right dentist when the appointment was being booked.

The importance of getting the appointment right is not only for the benefit of the Practice but also the benefit of the patient – you never know what is behind a cancelled appointment.

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Customer Service #LondonTransport


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My training often involves me travelling to London.

Growing up I lived on the outskirts of London and the underground was very much part of my life often travelling on my own at a young age. Fast forward a few decades and here I am once again using the underground as a way of getting to my destination.

I still find travelling on the tube kind of magical, I absolutely love people watching and amazed at the speed that the tube takes me to my destination, many times almost taking me to the door of where I need to go.

There are often many options of the routes that I can take and this gives me the option of travelling one way and back a completely different route.

When I am asked to host a training session it involves me having to do a lot of research before going. Planning my travel, choosing the best routes to take. Taking in account how many times I might have to change and go onto another line, to planning the distance from the tube to the organisation that I will be doing the training. Time management is vital for my job.

I love the fact that I can use my debit card on all the transport including buses, no worries about having to purchase different travel cards or standing in endless queues to purchase a train ticket. Having this system can often mean that I can alter my route at the last-minute (often to pop off and do a bit of retail therapy!)

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But what I have found every single time that I have travelled on the underground over the past couple of years is the brilliant customer service that the London Transport staff have shown. Every single time I have had a question be it for the best route to take or simply asking what platform I need to go to. Every single member of staff has always given me clear easy to follow instructions, every single member of staff have always been polite, friendly and always have had a smile on their face. Not only has their knowledge of the underground been incredible their local knowledge outside of their station is also exceptional.

I am useless at following maps and often when you come out of the underground there are several exits from the station which can at times be very confusing. I have often asked a member of staff for directions to a certain point, or even a Road by name and every single one of them has always given me good clear instructions. This has made my journey so very stress free.

Thank you London Transport your staff are a credit to an amazing service that you give to us all, and they can often make what could be a stressful journey a lot easier just by being the kind helpful people that they are.

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The Friendship Bench


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In a lot of our local school they have adopted the “friendship bench” or a “buddy bench”

This bench is a special bench situated in the playground where children can go when they have no one to play with and feeling lonely. All the other children are encouraged when they see someone sitting on the bench to go over and offer some support and friendship, to sit and chat or to ask the child to come and play.

I think this is a fantastic idea, and it teaches children to think of others.

Asked by one of the children they explained how it works….. he said “its where, if you can’t find your best friends and you don’t know where to go and play, you sit on the friendship/buddy bench and someone will come and find you and they will include you in their game” Another child agreed that the bench helps to ‘find friends easily when you are lonely and you don’t have anyone to play with’.

Fast forward to adulthood. Have you ever been in a situation whereby a friendship bench could have been a lifesaver for you? Maybe not the actually bench but having the hand of friendship being offered.

Have you ever started a new job and felt so alone, not included and that feeling of dread often being left on your own at break time? This is particularly difficult for people who do temporary work.

Have you ever been at a meeting where you feel that everyone knows someone except you?

Have you ever been involved in a large group and you seem to be the only person there on your own?

I am sure that you quite possibly might have been in this situation at some point in your life.

Some people are comfortable at mixing with strangers and find it easy to walk up and introduce themselves and start chatting to another person, or even a group of people. But there are many that haven’t got the confidence to do this, perhaps they might be shy, lack confidence or just feel that they are not good enough to be there for whatever reason.

What do you do when you are presented with a situation that puts you in a large group of people who you don’t know?

I am a generally a friendly person and will chat to anyone. I am one of these people who will start a conversation at a bus stop rather than stand in silence. If I am on my own I will look to see if there is another person standing on their own and go over and chat to them. If I approach a group I just smile and stand on the edge of the group until there is an opening for me to speak. This is harder to do, but I would rather do this than stand on my own.

So how can you look out for those that need that hand of friendship.

Always welcome a new member of staff and include them in the work place as much as you can. Try and arrange that they have someone with them at tea breaks or lunch breaks. Introduce them to other members of staff – even those that might not be in your department. Making someone feel welcome is a massive step towards someone feeling confident in their new role.

At a meeting, you might be aware that it is someone’s first time there. It is important for them to be made welcome and know of any procedures that may be required. People often worry about not knowing what is expected from them and that is a reason for nerves to set in, or mistakes to be made or simply them not taking part in the meeting.

If the occasion is bigger such as a conference look out for those people standing on their own. Go and chat to them or offer them to come and join your group. They well might be waiting on others coming and decline your offer, but you at least have asked.

If you a Manager and a new person starts its your responsibility to ensure that the “new person” is made to be felt welcome. If you can’t do it personally then ensure that they have someone who will mentor them and that they have someone they can go to. Often new people get “forgotten” in the busy day and that can be very scary.

If you are organising a training session or meeting try to include everyone and make them feel part of the group. I always make sure that I am there to personally meet everyone and chat to them on arrival.

Someone once said …… “There are times in my life when I could use a friendship bench. People of all ages are lonely at times. It’s a simple, transformative idea”

It can often take a lot for someone to go alone, the hand of friendship can be change so much.

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