Articles filed underService
Does Mobistar follow best practices for complaints management?
By Pierre-Nicolas Schwab •
Successful business practices regarding the management of customers complaints include the diffusion of the information within the organization. After I reported on my fight against Mobistar, I was wondering whether their most exposed (in terms of visibility) customer service would…
Meet first the legal requirements first, then speak about customer service: the Mobistar case
First of all please allow me to mention than by sharing this post on Facebook and twitter you will help other individuals. The purpose of this post is to write about my fight against Mobistar in an attempt to enforce…
Extraordinary customer service
I have a lot of stories to tell as far as customer service is concerned. I have a lot of bad ones and very few good ones. So when I have receive an exceptionnal customer service I'm eager to tell…
FNAC wants to reinvent the relationship with the customers
By Pierre-Nicolas Schwab •
Enriching discussions can also take place online and I was very positively surprised by a discussion I had on Linkedin. If you are familiar with this website you may know that there are groups to which you can get affiliated…
Bad practices: mind the little details
By Pierre-Nicolas Schwab •
Service quality is one of the major antecedents of customer satisfaction. Sometimes it may be impacted by little details which can ruin all your efforts. Vanden Borre, which I mentioned in an earlier post, has done a major mistake when…
The Vandenborre experience
By Pierre-Nicolas Schwab •
Vandenborre is part of the French retailer "Darty" which became famous thanks to its excellent slogan (and promise) "A contract of confidence" (le contrat de confiance). What Darty realized well in advance was that consumers shopping for electronics and home…
Real-estate agencies in Brussels: the results of a study to evaluate professionalism
By Pierre-Nicolas Schwab •
A few weeks ago I announced on this blog that I started a small-scale study on real estate agencies in Brussels. One week after the launch the results were already catastrophic, the response rate being very low. The method of…
