Customer Service in the UK

Clearly something made me laugh (see photo) out loud at a recent talk. It was organised by Dua & Co, a firm of accountants in Watford….the subject of my talk was customer service, or rather the lack of it.

Regular readers of this site may well remember this post about Virgin Trains and the case of the bitter lemon. This story was mentioned along with a few other anecdotes…the point of my talk was that average or bad customer service in the UK maybe as a result of poor leadership. But I mentioned that it may also result from the culture issues and cited work by the Dutch social psychologist, Geert Hofstede.

Tags: Customer Service

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