National Customer Service Week (NCSW) provides us with a fantastic opportunity to shine a spotlight on the importance of customer service and celebrate all the great work our colleagues are doing to make a positive difference to your lives.
Our customer service team are often the first point of contact for our customers, whether that’s over the phone, by email, through our Facebook page, on a live chat or at our offices. They are experts at helping our customers and are committed to making every contact count.
At Homes Plus, we make sure to mark this important week every year by recognising their hard work and achievements and showing our commitment to delivering excellent customer service.
On Monday we celebrated the Future Of Service, by learning more about our chatbot Chatticus. Our customer service team demonstrated how Chatticus’ live chat feature allowed them to assist a customer with a rent enquiry in Ukranian, their preferred language. While Chatticus is helping us to assist more customers more quickly, we know that some of our customers still value face-to-face conversation. That’s why some of our advisors also spent the day at our Burton Square Community Hub, in Stafford, where they were able to assist customers with any queries they had in person.
Tuesday’s theme is Service With Respect. We’re working to improve the services we offer by respecting and listening to the views of our customers which play a crucial role in shaping our customer services journey. Our customers told us we could make our services more accessible and customer friendly. One of the ways we are doing this is by training our advisors to support neurodivergent customers, so that we can communicate with them in a way that suits their needs.
On Wednesday and Thursday we’ll be recognising our Customer Service team after they managed to raise more than £180 for Macmillan Cancer Support. The team held a Coffee Morning at our Acton Court office, in Stafford, where they provided numerous cakes and treats to raise vital funds to support people living with cancer.
Friday is Customer Service Recognition Day and throughout the week we will be sharing messages of appreciation from our customers for colleagues who deliver excellent customer service. We were delighted to receive this compliment for our Customer service advisor, Sophie.
“Sophie stayed on the phone for some time. She sorted me a new password and guided me through the process of logging in and now I have my account back. Well done and thank you, Sophie”
The Customer Service team have also created their own bunting with messages about why they love working in customer service.
Executive director of housing and care, Les Clarke, said: “National Customer Service Week is a great opportunity to celebrate our colleagues who are making a positive difference to our customers by offering excellent customer service.
“This year we have been even more committed to improving our customers’ experience. Our customers told us they wanted us to reduce the wait times on our phones, so we undertook a recruitment campaign to increase the number of customer service colleagues and fill vacant positions.
“We are committed to putting customers at the heart of our organisation and we will continue to listen and act.”