For the last few years, our customer service offering has gone from strength to strength. We’ve enhanced our service by improving our customer’s online experience and invested in back-end systems – but a big part of our success story is down to our commitment and drive for increased internal engagement.
Which is why we’re marking National Customer Service Week, with a programme of internal activity including job-shadowing and director’s walkabouts. Our Executive Director Jo Marshall is our lead and champion for customer service, as well as being Vice-President at the Institute of Customer Service. In Jo’s latest blog during National Customer Service Week, Jo updates us what we’re all up to at YPO during the week and how we’re highlighting the key themes…
We’re now well into National Customer Service week and I’ve been reflecting on the themes of the week and how they apply to YPO.
As customer expectations rise, we need to make sure we’re constantly looking at how we can improve our service across all areas of our business. On Monday and Tuesday, I spent time with the Procurement Services team to gain a deeper understanding of the requirements of our customers who buy services and frameworks from us.
I’ve also been working with our Logistics team to look at how we service our customers with our deliveries. It was fantastic to hear the positive feedback that our friendly drivers get! It makes me proud to work at YPO. Here’s one of my favourite customer comments:
“I want to say how lovely your delivery drivers are. We’ve just had a delivery and we asked him if he would mind helping us take the order through to the hall. It’s so nice to get delivery drivers who take pride in their work. All your drivers have the same pleasant attitude.”
Today, I’m looking forward to spending time with other areas of the business and speaking to some customers too, making sure the board and leadership team are always thinking about the customer.
Today’s theme is Leadership: championing customer service in the Boardroom. This is something that I feel passionately about and top of the agenda for both the leadership team meetings and board meetings is customer.
We’ll look at and analyse customer feedback, both compliments and complaints and make sure we’re meeting and exceeding expectations. Our Institute of Customer Service results tell us we’re doing well but it’s important not to be complacent, there is always room for improvement!
But let’s not forget about our internal customers. Our colleagues in other departments are also our customers. I urge our staff to recognise the hard work of their colleagues across the business - particularly this week, to just say thank you when you receive good customer service from them. A thank you and a smile can really go a long way.
The board and I are committed to providing our customers with the best possible service and I make no apologies for my relentless focus on this - it’s an incredibly important part of our business. As long as we’re continually challenging ourselves and asking ‘is this right for our customer’ we’ll continue to grow and top the customer service charts! Thank you to all our YPO team for truly focusing on our customers and pushing for improvements. It really does make a difference.