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EPISODE · Feb 11, 2016 · 28 MIN

Customer Service

from The Bottom Line · host BBC Radio 4

All businesses rely on customers. So, why do some businesses bend over backwards to keep customers happy, and why do some of them appear not to care? What is the impact of poor customer service on a business and how much does it cost them to invest in improving their infrastructure? Evan Davis discusses dos and don'ts of customer service with an airline, an energy company and a retailer, all of which have tried to completely overhaul their image. Has it worked?Guests: Kenny Jacobs, Chief Marketing Officer at Ryanair; Neil Clitheroe CEO retail and generation at Scottish Power and Gary Booker, Chief Marketing Officer at Dixons CarphoneProducer: Sally Abrahams Researcher: Sofia Patel.

Episode metadata supplied by the publisher feed · Published Feb 11, 2016

What this episode covers

All businesses rely on customers. So, why do some businesses bend over backwards to keep customers happy, and why do some of them appear not to care? What is the impact of poor customer service on a business and how much does it cost them to invest in improving their infrastructure? Evan Davis discusses dos and don'ts of customer service with an airline, an energy company and a retailer, all of which have tried to completely overhaul their image. Has it worked?Guests: Kenny Jacobs, Chief Marketing Officer at Ryanair; Neil Clitheroe CEO retail and generation at Scottish Power and Gary Booker, Chief Marketing Officer at Dixons CarphoneProducer: Sally Abrahams Researcher: Sofia Patel.

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Customer Service

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How long is this episode of The Bottom Line?

This episode is 28 minutes long.

When was this The Bottom Line episode published?

This episode was published on February 11, 2016.

What is this episode about?

All businesses rely on customers. So, why do some businesses bend over backwards to keep customers happy, and why do some of them appear not to care? What is the impact of poor customer service on a business and how much does it cost them to invest...

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