Our frontline operational staff interact with millions of customers each year, with this we have a responsibility to deliver a first-class customer experience to each and every person.
By working collaboratively with our clients we create customer strategies and service delivery plans that work for both our clients and their customers. Through our customer service training, processes and strategy development, we have established a ‘Listen First, Act Second’ approach to our customer service.
In the world of social media customer expectations are ever evolving, we constantly seek new ways of improving the customer service experience to ensure we support the needs of our clients and their customers. By harnessing real-time digital and social media technologies we can now listen, communicate and engage with customers more effectively.
Through the use of our customer feedback analysis, along with insights gained through our membership of the Institute of Customer Service, we continue to improve the service to our clients’ and their customers by frequently reviewing our customer strategy, investing in our people and processes. This thorough analysis enables us to benchmark our customer service approach and performance against other sectors.
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