Posted on 02 October 2017
This week we are joining other organisations in celebrating National Customer Service Week (2-6 October). We are keen to acknowledge the importance of providing excellent customer services and the vital role this plays in successful business.
Head of Customer Service Maxine Gordon said: “We are proud to have an excellent record in customer service at Hyde. Satisfaction with call handling for the year is more than 90% and 88% of contacts are resolved at first point of contact, meaning we are enhancing our customers' experience by dealing with enquiries first time.”
Activities at Hyde this week include a large number of our directors and senior management joining Customer Service Officers to listen in to calls, giving them a greater understanding of our customers’ experience. Staff will be taking part in a values exercise providing examples of how they have been living the new Hyde values, as well as looking at how former customer service staff have branched out into other areas of the business to develop their careers.
The teams in Chichester and Lewisham will also celebrate the diversity of our customers and colleagues, with an international lunch on Friday. Staff will bring in traditional dishes to share and wear cultural dress.
National Customer Service Week is organised by the Institute of Customer Service to raise the profile of customer service, recognise the efforts and achievements of those involved in crucial frontline and customer facing activities.
Maxine Gordon added: “We would like to say a huge thank you to the dedicated staff who strive to deliver an excellent customer service to our residents.”
All residents are offered the chance to complete a short survey at the end of their call to enable us to measure performance and customer satisfaction. Here is some of the great feedback our customer service staff have received over the past few months:
I think you should employ more people like Christina who I've just spoken to. She was extremely helpful and very friendly and made me feel very good. I suggest that you get her to train people as the way she works with customers is perfect.
Nothing can be done to make my call better, it was dealt with very efficiently and effectively Paula was absolutely brilliant.
I think the staff member that I just spoke to, Monesia, has been extremely helpful and I'm very grateful thank you.
The service was excellent, I don't think there's anything that I could possibly do to ask for it to be improved. I spoke to a nice lady called Henrietta and she was very, very helpful. So, thank you very much and I'm sure all your tenants will feel like me and are looked after very well.
Just continue doing what you are doing. Great job.
You're wonderful already thank you very much indeed.
I don't think I have any suggestions because at any time that I need any help or any support, the colleagues and the staff are really kind and support my needs. Thank you all the staff and management for doing their best for our needs.
I think you are doing very fine, there's no complaint whatsoever, very good people to deal with.
Well I think you're a very, very efficient company.