Discretion needed if Ryanair is to put the cheerful back into cheap

MICHAEL O’Leary needs me. He may not know he needs me, but he really does. If he’s going to turn Ryanair towards customer care, then bottom to top training is going to be required, and I’m his woman.

Normally, when businesses come to my company for customer care training, it happens because a survey or audit of their customers has established that they’re a few notches below where their board of directors would like them to be.

It may be that customers don’t like the way the company’s phones are answered. Or that they don’t like the fact that the company’s phones are never answered. Or that the company communicates only on the web so customers cannot reach a human being on the telephone at all, at all.