The problem with working in client/customer services is that you come to expect brilliant customer service from others - all of the time. I don’t mind it - in fact I find it pretty fascinating how client service varies so much (across everything as diverse as different industries, countries, regions and of course individual people themselves) but I do also understand that for others my fascination can seem obsessive, overly pedantic and well, boring! Nothing is more irritating that someone on their soap box about something you find unnecessary and irrelevant. No one will vouch for this more than my poor suffering husband who just this weekend had to put up with me complaining about a beetle in our hotel room bathroom and a piece of plastic in my chicken salad (in fairness I did think it was another beetle!).  
 
Where as I justify my complaints as fair enough - and on the surface my husband agrees, I think deep down he wishes I would sometimes just shut up! Brought up as a good Yorkshire boy who's mum's motto was always to "get on", I think sometimes he'd really rather I follow our forebears' example of being polite, British and just "making do"! At times I wish I would too.
 
To just be so relaxed and chilled out about these things would be a dream but sometimes, just sometimes it has its big bonus - and that's that if you are so obsessive about customer service you not only pick up on bad customer service but you also recognise great customer service. And it's this great customer service that should be held up, praised and promoted! So whilst I did yes complain about the beetles I did also praise the excellent customer service I experienced- one comment of which earned a v well deserved waiter, employee of the month (I very selfishly loved that bit!) I am not sure this quite absolves me of my Hyacinth Bucket alter ego which I tragically seem to be morphing into but it does help me to know that going out of your way to praise people for a job well done can go a long way.
 
Perhaps it wouldn't mean so much to people if it happened more, but I do really believe (another soap box moment on its way, I warn you!) that if people recognised and rewarded a good job well done that people would be motivated to do the same more frequently. I know for me that it works and I can only imagine it's the same for others too. Obviously married to this is the understanding and expectation that I will get pulled up for substandard work, but as long as I strive to be the best I can - and I inspire and reward the same in other people too, I stay confident that I am doing the best we can - and maybe breeding some of the same interest in good customer service while we do it!

 By Elena Davidson, Client Services Director at Mi liberty