Survey after survey shows us that customers are simply not getting the level of customer service that they expect.

They claim that they are dealt with rude frontline staff, they are passed from pillar to post, that no-one will take responsibility and it takes too long to sort out their queries or issues.  These are the top four complaints that customers have about the customer service they receive.

And as good customer service is such a key driver for loyalty, you’d think it would be a priority for organisations to get right. 

My latest blog shares top tips for how to get customer service right (and how not to do it!).