Author Archives: Customer Champion

How Papa John’s treats its customers

The case of the missing pizza

It’s Wednesday 1:46pm and I’ve just made an order for just over £50 pounds worth of pizza from Papa John’s website. Expected delivery date: 5:45pm, 15 minutes before a dozen customers are meant to arrive for a focus group session I am organising.

5:45pm comes and there is no pizza in sight. 6pm arrives and most of my customers are on site and ready for a drink and a snack before starting the session…but still no pizza in sight.

My customers are here for one hour only, so I change plan and decide to start the focus group session without any food to offer to both my attendees and my own stomach. Continue reading

Big News: Energy companies are ripping you off

To justify its existence, Ofgem has decided that it is going to start a two-year investigation of the “big six” energy suppliers in the United Kingdom.  Yes, fellow readers, it is going to take Ofgem a whole TWO years to research the state of the energy market and report on its findings. If I told my company I needed two years to investigate one industry in one country, I’d have the senior management point a crooked finger at me and say ‘you’re fired’.

Meanwhile, as average energy prices rise sharply well above the inflation year on year, and hefty profits are made, government ministers quietly sit in the balcony area watching the comedy-drama unfold. Occasionally, we hear a few words from Westminster on the subject, but never a concrete action worth talking about. Continue reading

British Gas – How not to run a call centre

This is how the story goes

Like a lot of British households, I have a boiler in my house. I know little about its intricacies, but I’m told it is customary to give the apparatus a health check once a year.

So, I called the UK Energy Giant, otherwise known as British Gas, to book a one-off boiler service. Little did I know that to book a one-off boiler service, one needed to set aside 40 minutes and be prepared to engage in dodgy dealings.

It took a good 5 minutes for the British Gas Voice at the end of the line to enter my full name, address, and telephone number. Then I was told the price and was asked to pay…with little knowledge as to when the boiler service could be arranged for. Most peculiar way of doing business I thought but I was reassured that it is British Gas’ policy to take your money first before the full package (service, price, and delivery date) is agreed on. Continue reading

Hello fellow residents of Great Britain

This blog is about customer service in GREAT Britain! [said snappily with a tight-lip] Sadly, all is not so great in Great Britain, especially when it comes to customer service.

If like me, you are one of those who often pound the foot down and mumble “I will write ’em a letter!”, then you might enjoy reading about my experiences on this blog where I relate the good, the bad, and the ugly customer service I come across throughout the weeks and months ahead.

This blog is meant to be somewhat entertaining, but I also hope that it will spur you into action. At the risk of sounding presumptuous and blunt (one of my favourite traits I’m afraid), I want this blog to help change the face of customer service across this green and pleasant land.  Continue reading