Please enable it in your browser's preferences.
Please visit our
if you're having problems.
Download the App
Help & Feedback
Terms & Conditions
browse trending tags
Service renegade reporting for Potentio from Fonehouse following Mary Portas' Secret Shopper show www.potentio.co.uk
I agree with your points - The sales assistant was energetic and friendly from the off but let the conversation down by trying to convince you that an iphone4 was not the best in the market. I felt that had more to do with the fact Fonehouse didn't stock them. The 'push' undermined rapport and comfort. The sales assistant recovered when he allowed you to enter the discussion by asking questions. And he really scored points by making every effort to research the app you were interested in and deliver an HTC handset with the app on it, to your hands. Great service. I wasn't sure on what seemed like a 'tactic' to get your details on Fonehouse files. It was good from the perspective of reflecting and clarifying your needs but this didn't lead to anything other than taking a copy of what you'd said (why?) and giving you a brochure with same details (not so bad). A shaky and slightly confusing end to the conversation. I liked the new in-store environment which had a lounge-like feel akin to Apple with working phones, nice big touch screen data points and a homely rustic, wood and brick look around the store. I'm not sure how far this upgraded service will go. They are definitely now better than most on the high street but their approach needs some adjusting to really shine and for me to trust it's not just a dressing up exercise.
Having listened to our renegade report on returning back to the office there are a couple of extra points i'd like to add. After I'd said that I was looking for an iphone the shop assistant went to real lengths to prove that an iphone looking phone met my need for an audioboo app via android. The result of his efforts led to my preferred phone being put into the palm of my hands with audioboo android app on screen. So he proved his point and I must say I would have been won over if it was not for the fact that it is an Iphone 4 that i most definitely do need. Mostly because I use itunes and I have loads of iphone apps that I use for personal and work etc and changing right now would be a real headache.
Doughn't go to Pizza Hut
Good point James. That reminds me, Judy, we once got an undercooked Lasagne at Pizza Hut in Salisbury, but that was many many years ago...
I'm off to London to chain myself to a pizza. Awful, awful awful experience - but thank you for sharing it. The real shame is that there have been Pizza Huts we've been to that have had excellent service... amazing how easily it can be ruined... which brings me to the point: a store/restaurant is made or broken by the manager.
I LOVE this boo! They are not called LasagnaHut, lol lol lol
3 more comments
Electric ballroom - Potentio reports from Battersea Power Station and The Lost Lover's Ball
We are at www.potentio.co.uk and to listen to more Boo's on service experience http://audioboo.fm/search?q=potentio
BA customer service
For further discussion at the Stop Doing Dumb Things unconference
Boo 011 - Shifts in the customer service & CRM space
Potentio talking about their experience of AudioBoo and Secret Shopping www.potentio.co.uk
Find the Banana Republic Boo that sparked this conversation here - http://audioboo.fm/boos/264678-service-renegade-reporting-from-banana-republic-regent-st-my-views
Cheers James. I agree. I'd like us to develop an edgier journalistic voice for our service reports. The AudioBoo's need to be informative and entertaining.
Great addition to our social media tools and really easy way to bring real time service experience feedback to the world (and the provider if they're listening!)
Pinner library. Avoid closures by increasing reader numbers and providing an outstanding experience
This is great James. Pleased that our project there is going well. Service in the community. Looking forward to proving the value of this initiative over the long term.
Superintendent Adrian McGee, Head of Customer Contact at Warwickshire Police, talks about the first anniversary of police services moving into Warwickshire Direct at Shire Hall – and plans to do the same in other parts of the county.
Potentio Secret Shopping - Ashurst's exceptional travel office Reed and Mackay
We have had some of the biggest and fastest number of plays for this Secret Shop AudioBoo. At last count 75 listens within 4 hours of publishing. Tim and the Reed and Mackay team's service is certainly attracting attention. Customers will talk, they always have and now they can do it at scale! Potentio use social media to comment on service, shape opinion and find the service stars that we can all learn from.
Some more conversation starters - clients and customers assess service according to their experience of their WHOLE service world. This is why Reed and Mackay's service is so important to Ashurst. What they do sets the standard for a clients (internal and external) interactions across the firm. And firms today purport to be 'one-team' - there is nothing more integrated than a travel office working seamlessly with internal and external staff and providers to deliver exceptional service. It's a differentiator that says, "yes we are a law firm and we handle everything exceptionally well not just your legal requirement."
One further point on this AudioBoo - Reed and Mackay's great service now puts them amongst the travel agents I would turn to for travel arrangements (personal and business). My colleague Jan booked through them on my recommendation and I always check my personal travel with Tim in case he can help me. Remember, these guys are attached to Ashurst and could remain a company I only use when travelling with and for Ashurst but their service has marked them out as a provider I trust and will return to for my needs,
1 more comment
Joy's Revolution: Joy interviews Barclays about accessible customer service
On the final day of Joy's five days of revolution, she met with Kathryn Townsend, leader of the accessibility programme at Barclays UK to...
Do your own thing, don't follow best practice
Customer service is king on the web
I recently had a similar experience with a new piece of software. I decided to go out on a limb and use a competing product for the first time, despite years of using the one I was familiar with, A mix up with regard to pre-release pricing (quite possibly my fault), resulted in me paying $50 more than I needed to. So I sent of a rather grumpy complaining email, not expecting a reply let alone any resolution. They promptly apologised and refunded me $50. Every time I boot up the new software I remember this simple act of customer service, and despite it having quite a steep learning curve (it is very different to the competing software I currently use), this experience has positively coloured my view not just of the company and their service, but even of the software itself! Unless something untoward occurs, I already consider myself a dedicated user of the software, and will almost certainly pay for future upgrades. Such a simple act of customer service has created a big "credit" of good will.
You've got to be in it to win it
@OrangeHelpers? All I want is an #IPhone5! My Rant on #Orange and your appalling #CustomerService
@orangehelpers? This is especially directed at you: In this audio I do rant, rather a lot on
Dear Stoke-on-Trent City Council. Do you know that your phones aren't working? 234567 the main number and your 24 hour contact centre 234234 just get a discontinued tone when I call them.
Lise Moen reviews Stop Doing Dumb Things
Surprisingly pleasant Duane reade
Letter from Toronto: Air travails
Sound of discussion at Stop Doing Dumb Things
Breaking news, latest sport, longer listens