June

Cover Photo of Pelican staff

Business news

I would like to start this month with a very special shout out to Beth, Kerry and Jordan who work within our Contact Centre and Customer Relations teams. At Pelican, we strive to provide the very best experience to our customers, ensuring that every contact with our team is a memorable one. I absolutely love reading feedback from our customers and this month, I received some that really stood out:

“Just a quick note to say how much I appreciate the excellent customer service I have received recently. I am not one for writing such letters, but I have called a couple of times to sort out leak/billing issues and I have been genuinely amazed at the quality of your customer service. This starts from a real person answering the phone, normally within a couple of rings -which is unheard of nowadays – through to really friendly and polite operators who know what action to take and have the right information at their fingertips. It is really refreshing and a huge differentiating factor in a world in which utilities, public services and financial institutions are becoming more and more distant from their customers and what matters – usually in the name of efficiency, productivity and chasing profits. Please don’t stop what you are doing, you are a shining example in a sea of mediocrity! Best wishes”

Well done to Beth, Kerry and Jordan who were all involved in this customer’s journey with us. #Proud

Continuing the theme of customer excellence, I received yet another fantastic Live Chat report, detailing any comments that customers have left after an interaction with one of our team. Here are just a few of my favourites:

Danielle – One of the best online chat services I have tried. Quick replies and very supportive and easy layout. Highly recommend.

Holly – Spoke with Holly today. She was very helpful and sorted out my issue with ease. A+

Katy – Spoke to Katy today and they were very helpful and should be rewarded for the extremely helpful way they resolve my enquiry.

Nick – Nick was very helpful today and I appreciate his help and being able to ‘talk’ this way as I suffer with depression and anxiety and find talking on the phone about financial problems difficult.

A big thank you to our Live Chat team who always go above and beyond for our customers.

I would like to congratulate the newest members of #TeamPelican who recently graduated from our Customer Services Academy.

Our newest graduates have now joined their new teams in our Contact Centre and are pictured here with leadership from across the business. We have now seen 50 people graduate from our Customer Service Academy since it was launched last year and members of the team will soon be travelling to the South West Contact Centre Awards where the initiative has been shortlisted in the People Development Category. I’m looking forward to sharing how we get on.

This month we held our third People’s Council meeting of the year. The PC reps from across the business keep me in touch with reality and help me understand the simple issues that need resolving in order to help improve things for both our people and our customers. This month we celebrated the 28 changes and improvements made already during 2019 and had a further 17 suggestions put forward to benefit our people and our customers. Working together in this way has been really healthy and helpful for our business and I look forward to seeing the team’s new ideas come to life over the next few months.

Finally this month, a big shout out to the members of our team who recently used their community day, volunteering for the Milestones Trust, a charity which cares for people with complex learning difficulties and mental health problems. As you can see, the team worked hard, clearing weeds, painting fences, repairing raised beds and generally tidying up their garden.

I am so glad to see more and more of our team utilising our Community Involvement initiative, to take a day off work and support a local cause or charity close to their hearts.