Don Hales
Customer Service Articles

UNDERSTANDING FINANCIAL IMPLICATIONS OF CUSTOMER SERVICE
My greatest claim to fame in the world of customer service is that seven years ago, assisted by my colleagues at Quest Media, I launched the National Customer Service Awards and I remain the chairman of judges for the programme to this day.

NATIONAL CUSTOMER SERVICE AWARDS
In a commercial activity so vital for success, prosperity and well-being of so many organisations it is amazing to look back and think that just six years ago there was no national Awards programme recognising the skills, energy, talent and commitment of the individuals and teams who provide outstanding customer service and who serve as role models for the whole industry.

SERVICE LEADERS: PREPARING FOR THE NEW CHALLENGE
As we celebrate the first 10 years of the ICS, thoughts automatically turn to the future. Will customer service continue to be a major factor in determining organisations’ success and what changes in service delivery can we expect during the next decade? Don Hales provides some answers.

INTERNATIONAL CUSTOMER SERVICE: HOW DO BRITS SHAPE UP
Starting from the premise that - even with significant improvements in recent years - customer service in the UK still leaves much to be desired, Don Hales considers the question ‘How do we compare with our international colleagues and competitors?

HOW FAR DARE YOU GO?
Empowerment is not a new concept in customer service but Don Hales, Founder and Chairman of Judges of the National Customer Service Awards, has discovered from this year’s finals that more companies than ever are releasing staff from strict rules and providing more freedom for their own staff to act on their own initiative to provide real service in response to customer needs. But how far can you go and what happens if you go to o far? In this article Don relates the experiences of several of this year’s finalists and winners, who have benefited from empowering their staff.

SATISFACTION
Despite its importance, customer service is vulnerable to cutbacks with a score of 8.1 out of 10