‘The customer is always right’, that old adage that the service industry loves to hate. Most of the time it does hold true, but there are definitely a few customers who don’t know their onions from their onglet.
Service is not a Field of Dreams, you cannot sit back and expect the customer to always come to you, it is a service professional’s job to know what they want, how they want it and manage their expectations. To do this you need to be where the customers are.
Last week, I attended an event along with Leeds Business School PR student, Bryony Czujko. The evening – organised by the CIPR’s Yorkshire and Lincolnshire regional group and the Education and Skills sectoral group – took the form of a dinner with William Stewart, reporter and features writer for the Times Educational Supplement (TES) and two-time winner of the CIPR’s National Education Journalist of the Year award.
It offered a chance to hear William’s interests and priorities as a journalist, what he and his colleagues are looking for and how they prefer to receive potential stories. Read More