Comments on: Running. A user centred business.

By: Nick

Nick — Fri, 16 Oct 2009 04:33:42 +0000

Like every good cliche, there’s no smoke without fire:
Typical call to service provider:

Dial 1 for Sales
Dial 2 for Accounts
Dial 3 for Support
…or hold for Customer Service
…and perhaps some attitude too.

By: Andrew Lynch

Andrew Lynch — Fri, 16 Oct 2009 04:19:00 +0000

I’m embarrassed to quote what is invariably an international service-industry cliche, but here goes…

“Customer service is an attitude, not a department.”

Your experience in Singapore is proof of that. It’s nice that you were able to take cognitive snapshots of it all. Perhaps the biggest finding is adaptability. Which, in products and interfaces, usually translates into spin-on-a-dime flexibility. Good stuff.

By: Nick

Nick — Wed, 19 Aug 2009 18:18:19 +0000

…I guess they would have to run a persona workshop to ensure they were catering for these edge-case hotel guests.

By: Simon Johnson

Simon Johnson — Wed, 19 Aug 2009 15:12:04 +0000

What would happen if they noticed customers were bringing call girls back in the same taxis?