Large companies spend a fortune on customer service: implementing it, training people, monitoring it and, yes, even researching it. And yet all too often when you deal with a company it seems apparent that they just don’t get it. Take Barclays – one of the largest financial services companies in the UK. Last week I was in the centre of Cambridge and, for reasons that weren’t immediately obvious, they had a team of blokes dressed as Grenadier Guards (the ones who wear the bearskin headgear) except with corporate blue tunics rather than red and giving out balloons rather than shooting at people. No doubt this was a bold marketing campaign to draw attention to what a lovely bank Barclays is. And it must be said that the people in uniform were great; joking with shoppers as they passed by. Unfortunately, the person I dealt with in their customer service department […]
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