In praise of excellent customer care
Well, what an interesting hour we just had for our first ever daytime #hearing losshour. After 12 months of evening sessions, we decided to move to a lunchtime slot to broaden our appeal and make the hour more accessible to working people and those struggling with family commitments between 7 and 8pm.
Between 1pm and 2pm today, we had #hearinglosshour with a focus on 'customer care'.
Our first question was:
Here are some of the answers we received:
#HearingLossHour always found shops/cafes good since I developed the confidence to be pro-active to tell staff member & how they could help
ALWAYS having an email address and receiving a quick response!
We agree! Our customers say they love being able to email us & know we'll reply the same day #hearinglosshour
It's great when companies are more understanding after you've told them about deafness and they still help! #hearinglosshour
One of the best customer services is @BritishGasHelp - they will go above and beyond to sort things without using phone
Also really impressed with @lv - they have live chat on website and also are flexible about others calling on my behalf
Had great experience in CasaCruz restaurant in London. There to review acoustics and sound - v well done.
Another great company who will always sort stuff without phone calls is @DPD_UK - quick to respond and lovely
Selfridges amazing too. emailed them to ask something and they said to call. Explained deafness and they sorted it for me
It's great when companies are more understanding after you've told them about deafness and they still help!
Love @CountryAttire - they have live chat function and sorted out order problem with easy. No phones needed! Hurrah!!
@EurostarUK fantastic with me when travelling to brussels last year, made everything less stressful.
@EurostarUK assisted me through passport control, took me to platform and even seated me on board the train.
A shout out for @sainsburys too. First class loop provision in Stirling. It was switched on, worked fab & staff clued up!
@asda astley bridge and Bury @Tesco have been brilliant with me, patient and repeating themselves even when stores are busy
Forgot to mention @RBSGroup i visit the bank often loops always working ,staff friendly and attentive astley bridge branch
Answers to Question 2:
Still seeing a lot of tick-the-box customer service, eg portable loops that sit on shelves but do no good to anyone!
Totally agree portable loops gathering dust (Boots, I'm looking at you) are no use. Neither are loops not turned on.
All my customer service gripes are phone related. Biggest bugbear is when you have to call and they don't speak any clearer
Access to business events, training etc can be desperately poor. Often no mics in use or room loops.
Talking about 'costumer service' my university told me to just sit at the front of the class [Non-UK Tweeter}]
@HMRCgovuk Tax office is the worst! Never accessible!
l love @HMRCgovuk - got face-to-face local appointment within three days of contacting them. Really helpful
If your business excels in customer care for people withhearing loss, you may be eligible for a Sounds Good charter mark. Read all about it, here.
Click here to download our brochure.
If you would like to discuss staff training, we provide the following courses:
Excellence in customer care for people with hearing loss
Doing the right thing: legislation, policies and procedures
Having the right thing: equpment for people with hearing loss
Saying the right thing: putting spa guests at ease
Hearing loops and you
Making your establishment accessible to all
Social media training: how to reach more customers
Developing a marketing stategy
Click here to download our training brochure.