Our 2016 customer service week

This week is our opportunity to focus on how to improve the service we deliver and create a truly exceptional and distinctive customer experience.

Starting today, Monday 3 October, it’s timed to run in conjunction with the national event being managed by the Institute of Customer Service (ICS).

We will be using this week to launch our new 10/10 brand and looking at what this really means. Essentially, it’s all about delighting our customers. Across the business we see outstanding examples of customer service being delivered. We know it is this because our customers tell us – and because, very frequently, they score us 10/10. The purpose of our refreshed focus on delighting our customers is to drive for 100% x 10/10! Aim high; achieve more!

Delighting our customers means…

  • Putting ourselves in our customers shoes and seeing the world
    from their point of view
  • Delivering on our promises and doing things right first time
  • Communicating consistently
  • Committing to KICK every time
  • Keeping things neat and tidy from start to finish

October 2016

Mon 3 Day 1

Launch of 10/10 campaign
Welcome to Customer service week

Tue 4 Day 2

Collaboration and communication
Collaboration and communication

Wed 5 Day 3

Customer service strategy
Customer service strategy

Thu 6 Day 4

Understanding complaints
Managing customer complaints

Fri 7 Day 5

Recognising our people
Thank you

One final point on tRIIO – we have a short video coming out today, Monday, looking at what 10/10 means to people around the business. A very BIG THANKYOU to everyone who shared their views on this and spoke about what delighting our customers looks like in their parts of the business:

Paul Andrews, Marie Archer, Hannah Arnold, Neil Bamber, Ronnie Bender, John Bentley, Morgan Brindley, Stewart Carlo, John Chalkley, James Clarke, Christian Davis, Vince Dogget, Adam Gail, Dave Gallop, Robert Gillard, Nick Gordan, Ricky Griffiths, Sam Harper, Ian Hoskins, Dean Kibble, Luke Kincaid, Ryan Lally, Sarah Lee, Lee Lomas, Mark Marsden, Paul Martin, Peter Mckeown, Praveen Muthusamy, Kevin Packer, Ian Pretty, Edmundas Saukaitis, Michael Solomon, Daniel Stewart, Keith Stout, Cerriane Talbot, Dan Taylor, Laura Thomson, Dave Tyas, Alex Vargiu, Dean Warren, Gary Williams

You can learn more about national customer service week by visiting the ICS website here. The site offers ideas for different activities across the week and progressively provides a series of downloads relating to the specific themes they cover.

The website also gives you an opportunity to keep up to date with current customer service thinking by signing up to the event newsletter.

Our 2015 customer service week

We’re delighted to announce the launch of our customer service week – a five-day focus on engaging with our customers. Starting today, Monday 5 October, it’s timed to run in conjunction with a national event being managed by the Institute of Customer Service (ICS).

From Tuesday 6 October, we will be publishing a short video each day exploring some of the key customer relationship themes of importance to us. The calendar below gives you an indication of the discussions we’ll be having – all hosted by our colleagues, Ian Thomas from East Area 1a, and Tony Carey from London Area 2.

October 2015

Mon 5 Day 1

Launch of Customer service week

Tue 6 Day 2

Vulnerable customers

Wed 7 Day 3

Providing for our customers in winter

Thu 8 Day 4

Communicating with customers

Fri 9 Day 5

Customer satisfaction – getting it right

tRIIO’s customer service week runs at the same time as the Institute of Customer Service’s National Customer Service Week. This is an annual event to raise awareness of customer service and the vital role it plays in successful business practice.

Each day over the coming week, the ICS explores a different theme related to excellence in customer service:

  • Monday –  Know your customer
  • Tuesday –  Customer complaints MOT
  • Wednesday – Return on investment
  • Thursday – Employee engagement and culture
  • Friday – Recognition

You can learn more about national customer service week by visiting the ICS website here. The site offers ideas for different activities across the week and progressively provides a series of downloads relating to the specific themes they cover.

The website also gives you an opportunity to keep up to date with current customer service thinking by signing up to the event newsletter.