Chris Markiewicz's Blog
Every Monday – thoughts, observations and ideas that hold up a mirror to who & how we are

Posts Tagged ‘customer care

Richard & Marina

October 19, 2015

As I head towards my 25th anniversary as a freelance trainer, my mind finds itself going back to my early days in the business and my first major client – a large regional newspaper group on the south coast. I’d made contact through a mailshot and follow up call, and was invited in to meet […]

Grrrr……

July 14, 2014

In recent weeks, three things have happened that have left me baffled and frustrated. I’ll go through them briefly, one by one: I contacted our boiler engineer asking him to pop round to stamp our boiler service book, as I couldn’t find it when he’d been recently to service our installation. Having left a voicemail […]

The times they are a-changing?

May 5, 2014

This coming June, I’m off to the Isle of Wight Festival, along with my fifteen year old son and his pal. The Red Hot Chili Peppers are the main draw, although I daresay, I’ll also do a spot of leaping about to The Specials. I needed to contact the ferry company as I had a […]

Politeness is all well and good……

March 24, 2014

“Say please, say thank you” – this is the mantra of many a parent during their youngsters’ formative years. They are the two base words for being polite. They are good words, and perfectly appropriate in all manner of situations. They embody good manners. Yet, I happen to have quite an issue with the notion […]

Veneers & maggots

July 15, 2013

Pitching up to run a course in a large impressive looking US bank in the City of London some years back, I was astonished to experience something that was anything but impressive . Frankly, it was a mess, right from the moment I arrived: There was a mix up over training rooms, they couldn’t find […]

Open letter to the head of Lacoste Retail UK

June 17, 2013

Dear Sir/Madam Please excuse the impersonal appearance of this letter, however I have had difficulty establishing the name of the top person at Lacoste in the UK. Hopefully, given the wonders of the internet, this missive will find its way to you. On a recent Sunday afternoon,  I visited your retail store in Gatwick Airport. […]

Shocking Phil

June 3, 2013

Just a few days ago I declared to a man called Phil that he was the most important person in my life, at that moment.  He was certainly taken aback!  And, indeed  you may think: “ Goodness me – has Chris taken a liking to a potential new, male life partner and thinking of abandoning Ingrid and […]

Two men and a hole – a lesson in empathy

November 5, 2012

A word that often comes up when I’m running customer care courses is empathy. However, when I challenge people to come up with a definition, especially as distinct from sympathy, they often struggle. So, I turn to a distinction I heard years ago on a motivational tape by a man called Bill O’Brien. Whilst it […]

Doing your best? It could spell trouble

August 15, 2011

Checking into a hotel in Dorset the night before a training course I asked the receptionist for an iron and board in order to iron a shirt that evening. Her reply:  “Certainly sir, I’ll do my best”  I went to my room. I showered, I rang my partner at home and prepared to go downstairs […]

Will someone PLEASE tell me what’s happening!

December 20, 2010

I can’t begin to imagine what it’s been like for the thousands of people stranded at UK airports over the past few days, along with others who have had their plans completely knocked asunder by the snow. I have come off relatively lightly so far to say the least – an afternoon at the bowling […]

Difficult people – no such thing?

December 13, 2010

  “Be kind, for everyone you meet is fighting a hard battle.”  Plato I have been a bit grumpy and feeling sorry for myself over the past week or so. This is mainly because of being laid up with a rather grotty cold and sore throat.  Whilst I have dealt with it reasonably well, my […]

Are you inadvertantly damaging your interactions & relationships with “UVV”?

November 22, 2010

Please read beyond the first paragraph – there’s a gem in here – honest! How many times have you vomited today? Yes, you read right. How many times? It may well have been several, yet you probably will not even have been aware. Now, before you think I have taken leave of my senses or […]