Angry Consumer Democracy: The Fightback
Recently my customer service experiences have been the worst of my entire life. I have been left with my blood boiling, teeth grinding and murder in my eyes. Offenders included the Royal Mail, London Underground, Tesco, Automat, Royal Greenwich Council, South Eastern Trains, M&S, Santander and serial fuck-up BT. Rather than bore you with each complaint in turn I preferred to write about where I think it all went wrong and how we can get good service back. Good customer service is not exclusively served by dead-eyed, smiling Americans in Disney-esque uniforms. It is not something false, over-the-top or designed to illicit gratuities. It has been a method of adding value to a customers interactions with a business. These failing individuals are the faces of the business and when they mishandle our requests they damage the reputation of the company. Good service creates the illusion that a company cares and bad service shows the reality of a company that doesn't. I t...