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Focusing on respect

Posted on 19 November 2020

Our Customer Strategy aims to put customers at the heart of everything we do, and the recent National Customer Service Week gave us the opportunity to pause and reflect on what we’ve been working on during a very busy year.

Paul Singleton, Director of Customer Experience said: “The Covid-19 pandemic has produced many challenges for us all, but we continue to listen to our customers and work together to improve our services. Our Property and Resident Services are continuing to provide a full service, whilst keeping customers and our employees as safe as possible. Modern technology is enabling our teams to work from home, whilst our key workers are out and about delivering services as normal.

“National Customer Service Week was a great opportunity for us to recognise how hard our teams are working in difficult circumstances. Although it’s only one week in the year, it gives us the opportunity to celebrate our achievements, learn from others and strive to make our services even better for our customers.”

In addition to National Customer Service Week, we are also supporting the Institute of Customer Service’s ‘Service with Respect’ campaign. During the Covid-19 crisis, the Institute has been undertaking specific research to understand the impact this is having on employees and the important role that customer service professionals undertake. Customers are saying that they are valuing essential workers more, but over half of customer-facing employees are stating that the amount of hostile or abusive behaviour is increasing.

Paul continued: “It’s a difficult time at the moment, and we are grateful to our customers for the support and appreciation they have shown for our teams. Incidents of abusive behaviour towards our employees are rare, but it can be difficult for our team members who are working from home without the immediate support they are used to from their colleagues. We encourage our employees to report incidents and we act quickly to deal with these. We are proud to support the 'Service with Respect' campaign, combatting hostility and abuse against any employees providing services to customers.”