As a business, our people are our biggest asset in our customer journey and it is important we regularly reflect on the impact they have and realise the value they bring. We encourage our people to bring our values of trusted, helpful, engaging and expert alive in every interaction so we can be sure to deliver the best service to our customers!
I recently shared with the team two examples I have personally experienced from other companies where a minor issue was not dealt with satisfactory and quickly became escalated.
The first example demonstrates how the service provider rectified things quickly, efficiently and went above and beyond in resolving the issue. The person I dealt with listened carefully, responded in a considered way and reassured me which left me feeling valued as a customer and more loyal to the brand.
The second example demonstrates how if we do not invest the time to listen or question effectively to understand the perspective of the customer, the attempted resolution will not fulfil the customers’ needs and can result in them questioning the process. On this occasion, my issue escalated into a complaint and has affected my perception and trust of the brand.
The reason I shared this with the team was to encourage everyone to take ownership of customer enquiries at the first point of contact, to do this we empower our people to:
- Always put ourselves in the shoes of the customer and demonstrate empathy
- Always be friendly, helpful and fair ensuring we communicate well with customers
- Follow the process AND if the process does not work or needs improving, take ownership for changing it!
Shout out to Alex from our Contact Centre who took a call from one of our more vulnerable customers, who was in fact experiencing a period of financial hardship. During the call, Alex took the time to reassure the customer we would be able to help and made them aware of all of our schemes available. The customer said he was so impressed and overwhelmed with the help and advice he personally received from Alex, they took the time to send a box of chocolates to say thank you!!
Onto fundraising, everyone at Pelican Business Services was proud to support Comic Relief by holding our own charity bake off. Well done to our #pelicanchefs for helping us raise a fantastic £223.75 by creating your tasty treats and thank you to all of our team members who contributed by purchasing the cakes and making their donation to charity for this great cause.
Our Health and Well-being committee do a great job keeping everyone at Pelican Towers healthy, happy and motivated. This month saw another successful group of non-smokers! A huge well done to everyone who completed the course, I have heard at times it has been tough and challenging but as a group, everyone supported and encouraged each other to be strong.
Following on from the group, Skott from our Contact Centre was offered the opportunity to become a stop smoking advisor following his motivational and positive attitude throughout his journey. I am proud to say Skott has now completed his training and is able to offer help and advice to team members on a one to one basis, meaning we now have our very own in house stop smoking advisor. Well done Skott and thank you for paying it forward to support other colleagues realise their ambition to become ‘smoke free’.
This month our H&W committee was on the road visiting our meter reading depots as they held their annual team building spring clean event where they spent the morning cleaning, restocking and sharing best practices ready for the warmer weather. It’s great to see our external teams embracing the Health and Wellbeing initiatives and creating a clean working environment.
Well done to our team who were part of the Wessex Water team in this year’s Bath Half raising money for WaterAid. I’m proud to see the team support such a great cause and I know they all trained hard over the last couple of months to do us proud on the day.
March has certainly been full of amazing achievements and “catching people doing something right”. I am always so proud of the examples I see in all areas of the business, of our teams always putting the customer first and proving a first class customer experience.