25th February - I must admit to having becoming dumfounded and extremely frustrated at the number of CS helplines that have such long winded automated systems. Having moved house, changed various suppliers of all types of services let alone become involved in a totally different area of work in the past six months, I am bemused. " I'm sorry, we are experiencing a particularly high number of calls at this time, you find may it easier to call back later..." Since Natwest proclaimed that you speak to a person now some many months ago things have gotten worse. The fact that when you do finally get through you can have difficulty being understood is another point.  We all must admit that automated telephone systems ( isn't it spooky when the voice talks to you and asks you for your reply ) and the web have revolutionised and cut down on time wasting and hanging on. It is just that when you really do want to talk to someone it becomes a major hurdle. Customer Service training enquiries have dropped drastically in the past 12 months, no wonder.

25th January - In sales training we often hear of up selling, which can mean once you have identified the customers need offer the model "one up" from what they identify. I succumbed to this technique today when buying some jewellery for a present. We had gone through the suppliers catalogue and identified which necklaces were suitable. Off I march to the jewellers. When I had pointed out the the necklace to the branch manager she promptly returned with two. The one I had asked for and another, more expensive, yet smaller stone. I was on the receiving end of the sales talk about how much more this other diamond will glitter and shine due to its manufacturing process. I succumbed to the lecture on the understanding that I would become a hero for identifying this "new" stone and its apparent beauty. How wrong I was. Size does matter apparently and shiny or no this was a big disappointment. I had to return it having given it as a birthday present. How distressing is that. All because of an over anxious manager.

6th December - Was subject to a "cold call" today. "Can I speak to the person who buys your toner cartridges please" the dreary voice asked. " I think I buy about 4 cartridges a year, as most of my correspondence is electronic " I replied. " Yeah, right!" the doubting Thomas exclaimed, and he put the phone down. Another missed referral opportunity there as I know several people who buy quantities of toner cartridges!

11th November - Have read this morning in The Times how the standard of customer satisfaction has dropped in the US over the recent years. In one restaurant the waitress chased a customer up the street because the tip they had left only amounted the 13.4% of the bill! When we had a family bash in a restaurant before Christmas we left without leaving a tip. How embarrassed we were when a waitress followed us into the car park calling out "Excuse me!" Feeling that I would have to explain how poor the service was she beat me to it. " I think this is your cardigan madam?" 

2nd October - Here's to a successful 2007 for all of us. Had some great customer service interactions over the festive period combined with some amusing observations especially the body language of a perfumery sales assist in Bentalls who clearly did not want to be working on 2nd January ! This was complemented by the sales assistant in Halfords with his " there ya go mate" comment to me as he gave me back my card. I think we trainers should update our vocabulary on our Customer Service courses. There is truly nothing offensive in these "cool" expressions.

29th September - If the telesales person from the Carphone Warehouse who called me today ever gets to read these pages he should take heed from the entry of 19th November. Also, arguing   with a prospective client over the telephone does not increase your chances of a sale. How do these people seem to know what scheme we are on with BT? Perhaps someone from BT would like to tell me. 

19th August - Cold calling is a pain to do for most of us and certainly a pain when you're on the receiving end. When we are deciding on our marketing activities we think " I'll write to them and impress them with my portfolio". Then a voice says in your ear "email it, it's easier and cheaper!". Then another voice says "They may not read it as they get so many of them. Pick up the 'phone". then you ring and another voice says" can you put something in the post?"..and away we go again! Blanket volume cold calling is not for the feint hearted. Targeted quality calls to people of whom you have some knowledge following a bit of research and can talk their language, that has to be the way. In that first few seconds we either like what we hear or we don't. Oh yes, let's not forget the interested voice. I have just received a call from a Kitchen Supplier offering a free survey. I'm sure the caller said " I don't suppose you'd be interested in  free survey would you ?"

21st July - I was assisted wonderfully today by a very helpful shop assistant who called the major store in Reading to establish if they had stock of the roller blade helmet and knee pads that I wanted for my granddaughters birthday present. I was assured the items were in stock and that had been reserved for me and the store closes at 7.30. Great, I will go when the traffic dies down. When I got there at 7.05 I found the store shuts at 6.00!!

2nd June- The hotel industry let me down today. Arrived an hour and a half before I was due to give a presentation yet I did not get the extension lead for my equipment until about 10 minutes before it was due to start, by which time guests had arrived and were in their seats. Fortunately I had checked all the equipment out on a dry run before leaving home. that is the second time a venue has let me down on the matter of extension leads. Always take one with you !!

17th May - Today I had to take the car to the garage and have them fit the new spotlight that I bought some weeks ago. It did not look right to me when I tried so I thought it best to get the dealer to do it. Wise move. It amazes me how some dealers pay a fortune on the layout and ambience of the showroom only to have it somewhat let down in this case by one of the workshop staff walking through the showroom at 1.15 suitable adorned with produce from the local fast food establishment. Chicken and Fries plus the usual Cola products were on full display as the man walked across the marble floor. I wondered what the Manager would say if he saw it, then realised it was probably his lunch!

7th May - How is it that every helpline you ring seems to be experiencing "exceptionally large call volume's today"? What is even more infuriating than having music played to you is when they play only one or two bars of a piece and repeat it over and over again. The first few bars of any of the Brandenburg concertos repeated more than twice is enough for anyone to put the phone down quickly. Perhaps that is the aim.

4th April - Washing machine now like new and so far no contact from the insurance company. Good service then !

25th March - We decided to take out an extended warranty on the "old faithful" washing machine, now 5 years old and still going strong, (well, almost). It clanked and banged on the first day of the new policy so much so that I placed a service call, before we had received the new policy documents. The old 5 year policy was with the now "couldn't give a hoot" firm of Powerhouse who have gone out of business and no longer honour any warranties! Of course, now the new insures will not believe that the machine breaks down on the day of the new policy. The manner and tone used by the new insurer call centre staff was, to say the least, abrupt.  The engineer is coming on the 27th so watch this space!

16th March - The conservatory people are at it again! Customer services rang up and asked what we had bought and when. "have you 'ad any problems wiv' it like ?" he asked. " No " I said. "It's an ******* conservatory" to which he laughed out rather loudly. "What are you laughing at. It's a good product you know". " Yeah, my mum has just bought one as it 'appens" he responded. Good for her, I thought. Then we had the sales pitch, which is to be expected. "Actually we're probably selling up and buying something smaller I said. " all right then, thanks for your time, bye." Where are we moving to ? If it doesn't have a conservatory or new windows why not give us a call, how can we keep in touch, as a good customer we would like to ask for a referee in return for some special reductions on future work. - Well, that's what I expected to hear anyway.

5th March - Have had what must have been the best customer service experience from a hotel in years. hats off to the management at the Northampton Marriott what a great crew they have there!  Everyone of them spoke to you whenever they met you in the corridors (and there were a lot of staff to say hello too, I might add. Nothing was too much trouble. After being shown to the training room the conference co-ordinator then asked me if I knew where the dining room was. I said I had not yet had my breakfast at which point she led me to it. Whilst I fetched my fruit and cereals she disappeared and brought me a nice pot of tea. " Should you being doing all this?" I asked. "Your my guest " she said. Wow! Oh, and by the way the food was first class too! give them a try next time you are in Northampton!

22nd February - Whenever you want to sell a car privately 99% of us would choose the good old Auto Trader as a place to start, after putting a for sale notice in the window and driving the vehicle around more often. little did I expect that the majority of calls I would get were from other advertisers who had spotted my add and claimed to have "buyers waiting to contact me". One particular website really hounded me quite with a great story asking me not to leave the house this afternoon because people would be calling within hours. after taking my money the girl gave me her personal extension number to call if nothing happened! Of course, nothing did happen, nobody has rung and the extension number is never available. What added salt to the wound was the fact that the company was not listed in yell.com or Thompson. Gullible ? I think not. Telesales people have a tough time selling reputable products and services without these people giving the profession a bad name. I would have been just as enthusiastic to join up had we had a more civil and realistic conversation. Problem is this technique works well on the general public and 99% of us would not try to analyse the call. Worst still, two days later I get a letter from another vehicle website offering me a similar service and they were based at the same address. The Headed notepaper was different and contact numbers - but the text of the letter was the same. When they telephoned me two days later I asked them what their address was and the lady said, "I'm new, I'm not sure of that yet..but here's our telephone number!"

14th February - Had occasion to meet with a "consultant" last week who was addressing a group of people at a slimming club meeting. Not only was she very sincere and helpful she remembered everybody's name in the room. Half a dozen new people had joined that evening and she recalled their names later in the evening. When she was explaining how busy she is and how successful the various groups were (by lost of weight) I realised this lady was the motivating force to her customers. "We get so many people dropping in for a look and who sign up I don't know why I bother to advertise !" How right she is. This lady's recall of her customers names and the way she talks to them is an absolute gift. When recruiting customer service people look out for that "special" something that only a few people seem to possess.

1st February - A customer service operator was given the dubious task of telling some of her  customers that they had to move to a different location over the next 9 weeks because an even bigger customer wanted their space! I have raved about the "convenience" meeting room companies that grown over the past few years, and used one frequently. Clean environment, helpful staff, good facilities and hourly charges if you want. This morning I received a call informing me that they had to move me (this Thursday!) to another office 8 miles away as my local office as being taken over for the next 9 weeks. I was working there yesterday and not a word was mentioned. This is the old story of if the big customer says "jump" we ask " How high ?". It is also one of communication. Central booking organise the "big deal" and the local people sweep up the mess. There was not even an apology from the lady who called me. Of course, we now have to inform our customers of the move - perhaps they will think the same about us. Then the delegates will have to change some of their plans and leave home earlier. That will upset their family lives perhaps and little Johnny will go to school upset that his father/mother has left him earlier that morning. He will not be working as well at that day and loose concentration and perhaps get told off by his teacher....and eventually Johnny will end up working in a Customer Service Role somewhere and have to talk to his customers and give them bad news...and on...and on....

25th January - The lovely conservatory that sits on the back of our house still denies to help the supplier obtain more business through references. We have had many calls over the past 4 years from them telling us they fit double glazed windows and would we be interested ? They do acknowledge that we have dealt with them before but are not sure what we have bought. This week we had the cold call. The salesman explained they were in the area and arranging appointments for those interested in conservatories. I explained we had one of theirs in my usual humorous way. "I'm not psychic" he retorted. I must remember to use that one myself next time I approach new people who have used me before. The point that they continue to miss is what a great reference we would be because it is 4 years old and still like new! We love it, yet the company have continually overlooked us as a reference. I even met the wife of a local sales manager for the company on a training course last year and relayed my stories regarding referrals. "Is it all right if Brian calls you to talk about a reference ?". Please do I said. He hasn't called yet!

3rd January  - Had to return a new mobile phone today as it was a "locked handset". Another potential present opportunity ruined by an over zealous salesman. This time he was obviously pushing some previously over priced handsets which had terrific features and now a quick match it price. On returning the handset the Manager apologised gave me a full refund, of course, and said the phone would be returned to the manufacturer. The two biggest obstacles to any sale taking place are - the salespersons fear of rejection, and the buyers fear of making a mistake. Every time I buy anything new over the next few months I will be very sceptical I can see that. I will probably join the throngs of "procrastinators" who suffer from this illness!

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