Tag: customer service



Better workspaces help drive better customer service

The recent UK Customer Service Institute survey showed that, across all sectors, levels of customer satisfaction have fallen in recent years.  The economic situation is of course playing a part and this is potentially driving some organisations, as the economy recovers, to push for winning new customers at the expense of focusing on serving existing customers.  Consumer expectations are also going upwards, they are more likely to...

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Self-service can work!

Self-service can work!

In the latest blog in our series relating to self service we look at a library kiosk. One of the libraries we use has a self service kiosk called smartserve 400 (http://www.bibliotheca.com/1/index.php/our-products/self-service-kiosks/smartserve400) It’s a revelation! The on screen instructions are easy to read and follow and include clear and helpful graphics to illustrate them The space where you wave or swipe your books to borrow...

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Is the ticket dead?

Is the ticket dead?

The news that London Underground are to close ticket offices (www.bbc.co.uk/news/uk-england-london-25025888) is set to change the nature of the “ticket” and the interaction between operator and customer. The days of the little bit of paper clutched in our hands are clearly numbered.  Tickets moving onto our smart mobile devices creates a range of opportunities to enhance the passenger experience by offering a more joined-up, journey-orientated...

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Why do rail companies make us feel like cheats?

Why do rail companies make us feel like cheats?

We understand that railway companies are commercial enterprises and that they need to make sure people travelling on the trains are paying for that right.  But why do they have to make us all feel like potential fare dodgers?  Ticket barriers everywhere inconvenience us (more queues, tickets that then don’t work, etc); staff on trains are now “Revenue Protection Officers” there to police us and...

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Future of mobility and customer service

Following on from some of our previous posts on customer service and service design, an interesting article from the President of Hertz International on the BBC website on the future of mobility. The interesting point is his view that technology is changing the way we view and access transport.  Individual car ownership is being challenged with many more options available.  He points out that transport...

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