If you want to lay the foundation for superior customer service then one of the enablers you need to put in place is to make sure people have a basic level of etiquette or good manners.

I was recently on holiday in France and was struck by how French people are conditioned to be polite by comparison with the British. Carry out most transactions – however mundane – and you will be greeted with “Bonjour” at the start and “Bon journee” at the end – that’s the equivalent of “Good day” and “Have a nice day” to book-end the interaction. (more…)