Here at Drax 360 we are celebrating our amazing team as we mark National Customer Service Week, which raises awareness of the vital role excellent service plays in helping to grow the UK economy.
Every day this week we will be looking at how members of the team help to exceed expectations and deliver a great customer experience to our clients. Whilst customer service isn’t just reserved for this week, we’ll be giving our team the recognition they deserve and sharing insight into how each and every one of our team members plays their part. There might even be a little treat in there somewhere, too! The week, organised by The Institute of Customer Service, looks at a different aspect of service every day.
Monday scrutinises the balance between being human and using technology to improve the overall experience for our customers using IRIS, our service management tool.
Tuesday looks at respect and how our engineers out in the field deliver a professional and mutually respectful service.
Wednesday examines customer service as a profession, not a ‘nice to have’ add-on, and how it is integral to our operations, along with our quality control and industry accreditations.
Thursday focuses on how good practice must come from the top and the importance of leadership in ensuring a company has good customer service.
And Friday celebrates those team members who have made a significant positive impact on their customers.
Drax 360 Commercial Director Alex Cother says, “Customer service doesn’t begin and end at the ‘official’ customer service desk. It applies to every member of our team – the service engineers at the coalface, our service team, the sales team and those in finance. Any company is only as good as its worst team member.
“We have built an incredible team and an amazing business which prides itself on, as well as its expertise in delivering fire safety compliance and technology, the relationship with its customers. Throughout the week we’ll be sharing what some of our customers love about us and our colleagues to emphasise just how important this so called ‘nicety’ is in growing a business and boosting the wider economy.”
