I spent a good few hours with Don Hales yesterday. If there’s any one person whose name is synonymous with the customer service profession, it has to be Don’s. At this point I would ordinarily pause to explain a little about Don’s background as an author, professional speaker, the founder and chair of judges for the N
ational Customer Service Awards and the National Sales Awards. I might even delve a little further back and recount his experiences as the former Deputy Managing Director at Quest Media. But, to be honest, if you’re reading this blog, then you probably know most of this already. Our meeting was held in the suitably refined surroundings of the Institute of Directors, central London. Over cups of hot chocolate and coffee our conversation flitted lightly between our professional aspirations and our personal past-times (Don has a penchant for golf and I for Star Trek and playing with gadgets). I found Don the perfect example of someone who is supremely comfortable in his own skin. No airs and graces, no pretensions. Just rock solid industry knowledge, an instinctive understanding of the opportunities and challenges that lie before us and a charming, self-effacing charisma that is hard to fault. A true gentleman. Don has agreed to contribute a fortnightly column to the Customer Strategy website and a monthly article to our digital magazine. In the articles you will have an opportunity to hear Don’t thoughts on the customer service industry and perhaps gain an insight into the mind of the man who has become the god father of the industry.
ational Customer Service Awards and the National Sales Awards. I might even delve a little further back and recount his experiences as the former Deputy Managing Director at Quest Media. But, to be honest, if you’re reading this blog, then you probably know most of this already. Our meeting was held in the suitably refined surroundings of the Institute of Directors, central London. Over cups of hot chocolate and coffee our conversation flitted lightly between our professional aspirations and our personal past-times (Don has a penchant for golf and I for Star Trek and playing with gadgets). I found Don the perfect example of someone who is supremely comfortable in his own skin. No airs and graces, no pretensions. Just rock solid industry knowledge, an instinctive understanding of the opportunities and challenges that lie before us and a charming, self-effacing charisma that is hard to fault. A true gentleman. Don has agreed to contribute a fortnightly column to the Customer Strategy website and a monthly article to our digital magazine. In the articles you will have an opportunity to hear Don’t thoughts on the customer service industry and perhaps gain an insight into the mind of the man who has become the god father of the industry.
Advertisement
