The good, bad and ugly of customer service
Summary
Irish Times correspondent Conor Pope discusses the latest CX Academy research on customer care in Ireland. The segment highlights the bottom ten offenders, including Ryanair, Facebook, and the Department of Social Welfare, noting that many are services used out of necessity rather than choice. Conversely, the top performers include the credit union movement, pharmacies, and the Passport Service, which are praised for maintaining genuine human interactions and seamless service.
Topics discussed
Introduction to customer care complaints
Overview of CX Academy research findings
The bottom 10 worst offenders list
Analysis of necessity vs choice services
Common gripes and the self-fulfilling prophecy
Impact of CEO attitudes and Return's early issues
Long-term grudges and the Irish Water/Irish Water mix-up
Top performers: Credit unions and human interaction
Other top-rated companies: Pharmacies, Specsavers, Passport Service
Listener texts and closing remarks
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