Thursday: Leadership

Championing customer service is a crucial area of focus in the boardroom. We asked one of our board members, Steve Ellis, Technical & Operations Director, his views on how the business strives to delivery exemplary customer service:

Steve Ellis: “Maintaining and increasing our trust levels with our customers is always at the forefront of what we do. With the support and guidance from ‘The Institute of Customer Service’ and the drive and dedication of our Customer Service Manager, Louise Francis, and her team, we are able to implement efficient and effective ways to help us build retention and keep our customers fully satisfied. An example of a recent initiative we have implemented, looked to enhance communication channels and feedback between the business and our customer base. Talk is cheap, but regular, effective communication to build greater insight is an investment. As such, we recently invested in a new software system to help us more efficiently collect and interpret customer feedback so we can understand how we can better perform as a business.”