Newsletter

Why kindness still matters in customer service. I have spent almost four decades serving customers and more than twenty-five years leading customer service teams and during that time, I have seen technology transform how customers contact organisations. Yet, despite all of that change, one thing remains remarkably consistent; when something goes wrong, people still want to talk to another human being.

Over the years, I have noticed a strange moment that happens in customer service and business performance, where nothing looks dramatically wrong to the teams reading their KPI reports.

I have worked in the contact centre industry for over 30years and serving customers has always been front and centre of my work, so I always have one ear listening out for what’s needed to keep our customers happy. Something I have noticed more and more is customer dis-satisfaction with service design.