This morning IWP Founding Partner Kate Hardcastle and one of the latest winners of a Customer at the Heart Award, Utility, joined Tony Snell on BBC Radio Merseyside to talk about customer service.
Good service, bad service, how it affects your shopping experience, whether it stops you going back to stores or encourages you to frequent more often when they get it right all these were the subject for the show’s Talking Point.
Listeners texted and called in to offer their views and share their stories. Most were customers, some worked in retail and shared their experience from the other side of the counter.
Kate talked about how great customer service can transform a shopper’s experience and keep them coming back for more. Richard Skelton, the Director at Utility, talked about why customer service is at the heart of everything they do and how they train their staff and hire the right people to carry this ethos through every one of their stores.
You can listen to the interviews here and share your own experiences.
