Throughout the first week of October #TeamPelican celebrated what we do best during ‘National Customer Service Week.’ Organised by The Institute of Customer Service, National Customer Serivce Week is a fantastic opportunity to raise awareness of the vital role that customer service plays in running a successful business. All week we focussed on catching our team doing amazing things for our customers and celebrated the great work our people do. It was fantastic to see our senior leadership team take a week out of their busy schedules to spend with frontline members to experience first-hand the award-winning service we provide.
This month I was very excited to announce the launch of our brand new Customer Service Academy providing state of the art, innovative training to all new starters across the business to ensure they have the skills and knowledge required to confidently join their teams and deliver excellent customer service. Here is a snap of the first class of ’18.
Continuing with the theme of customer service, September’s live chat report is in and I was thrilled to see we achieved a 98% customer satisfaction rate. Here are some of my favourites over the past month:
Jordan – I’ve been contacting you from USA so live chat was ideal. Great response and help from Jordan; good job!!
Samantha – The agent was very helpful and understanding, I feel less stressed already.
Jade – You guys are always so helpful. You really help to make sure customers don’t get into difficulty. Thanks. Also Jade was really informative and helpful.
Jennifer – Jennifer was understanding and sympathetic towards our conditions and situation very nice lady.
Beth – The lady I spoke with – Beth – has to be the most helpful person I have ever spoke to on any live chat.
A massive thank you to all of our live chat experts who always go above and beyond to provide first class customer service!
Our Working Parents Group met for the third time this month where a wide range of great conversations took place covering topics such as trying to reduce screen time for children to sharing healthy meal ideas and Christmas preparation.
I look forward to our next meeting in early 2019 🙂
On to community and fundraising and this month a team of Pelicans spent the day volunteering at Ronald McDonald House Bristol where they organised their store cupboard to make the daily running’s of the house smoother and also tackled the garden! Luckily the weather was on their side and it was great to hear from the charity about how helpful the team were. Our community involvement programme has proved extremely popular across the business with so many of the team working with local charities that they are passionate about. #Proud
We wrapped up October with our annual Halloween celebrations and as usual, I was not disappointed! At Pelican we go big or go home for Halloween to raise as much money as possible for our quarterly charity.
This year our Credit Management team took home the prize for best dressed team but there were so many fantastic efforts across the business and I can’t wait to see how much we raised!