Stefan's Naturally Aspirated Blog

The Death of UK Customer Service - AKA Please phone unconnected 3rd party call centre helpline with Zero Executive Powers

Customer AutomationCustomer CareCustomer CharterCustomer HelplineCustomer ServicesSelf-Service+-

I’ve born witness to declining service standards for a number of years now and things are alas still getting worse. We have seen such a huge decline in customer services over the years that the customers themselves have now almost become the customer service departments for many companies and service providers - often being the ones offering advice and support on communal bulletin boards and the like.


Nowhere is this drop more acute than with airlines - where I believe if they ...

Facebook trending downwards after Poor Q2 Earnings and further Security Policy Revelations

Business EthicsCustomer CareCustomer CharterData BreachData SecurityFaceBookGDPRPrivacysocial media+-

Facebook dropped roughly $123 billion in share value / market capitalisation after disappointing earnings for Q2 this year were revealed. Much of this has to do with the new GDPR regulations - which restrict what Facebook can legitimately do for advertisers and sponsors, but also there seems to be a noticeable backlash following revelations that Facebook sold on customers’ privacy details and contact lists to various suspect parties - including groups of supposed Russian Hacker types.


Customer Charter vs Customer Platitudes vs GDPR

Customer CareCustomer CharterCustomer ServiceGDPR+-

So we’re about a month and a half into GDPR, and it seems that many companies haven’t really taken that much notice of the new laws. There’s lots of companies paying lip-service to GDPR, but many of their policies and actual activities are still in conflict with the new legislation. I do note that spam has tailed off quite significantly, but there are still a fair few suspect mailers in my spam folder. I am also still getting some weird and wonderful unsolicited propositions ...

Lloyds Bank has breeched the fundamental Consumer Right of Choice

BankingCustomer CareCustomer RightsLloyds BankLloyds TSBLloyds TSB TransferNew TSB BankTemporary Sham BankTSB+-

In trying to toe the line of one EU Directive, Lloyds Bank has in fact breeched a number of fundamental consumer rights. I feel like I’ve been subjected to banking apartheid.


As stated in a previous blog post, I have been a customer of Lloyds Bank for 25 years, and at the time of writing am still supposedly a Lloyds TSB Platinum Account holder. I signed up to Lloyds when I joined Aston University in 1988 - I believe there were 4 branches on campus - Barclays, Lloyds, Midland and ...

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