Customer service: questions and Band 8 answers

Not very often, to be honest. I usually only get in touch if an online delivery goes missing or an item turns up damaged. Just last month, I had to email a clothing retailer because a jumper I ordered arrived in the wrong size, but they sorted it out quite swiftly.

I think good service is all about promptness and politeness. When shop assistants genuinely listen and solve your issue without passing you around, that makes a huge difference. For example, a local shoe shop once replaced a faulty pair for me immediately, which really left a lasting impression.

Yes, a couple of times. I remember booking a train ticket through an agency last summer and getting stuck on hold for over an hour. When someone finally answered, they were quite dismissive and unhelpful, which was really frustrating as I was in a rush.

Definitely face to face if I have the option. It is much easier to explain the problem clearly, and you can read body language. Last week, I went straight into my bank branch to query a charge, and the teller resolved it in minutes.

In some ways, yes, because online messaging makes it quicker to log complaints. However, automated telephone menus can be a real headache. Sometimes you just want to talk to a real person rather than pressing buttons for ten minutes, so it is a bit of a mixed bag.