How to give ordinary service on web chat

Interesting use of channels by Travelodge. Encouraging use of web chat in “contact us” – but not available all hours. Sort of replacing phone with chat. But since booking problem occurred at weekend, I couldnt use it. So emailed. By noon today nothing back and so tried chat. Felt like talking to a very ordinary […]

A long boring customer journey in business banking

Health warning* – this is a long and detailed customer journey. It only goes to prove the cost incurred in not doing things well, in not listening and in having no systematic way to listen such as wocas – What our customers are saying. Received a phone call from an overseas centre saying they’re my […]