Customer service is a key strategic driver at the heart of our business. We constantly strive to innovate the customer experience to support our clients and their customers.
This is achieved through investing in our culture, people and processes and is delivered under the Every Customer Counts programme, our innovative approach to supporting our people in delivering superior, consistent and differentiated customer experience. This delivers a forward thinking approach to customer experience improvement; demonstrates real value and active participation in the creation of practical customer solutions for the future.
We recognise that customer expectations are rapidly evolving as technology enables a more immediate way of communicating. Through analysis of traditional channels and real-time social media conversations, we actively listen and engage with customers to provide an omni-channel experience. We use feedback, analysis, and insight gained through our membership of the Institute of Customer Service (ICS) to benchmark customer service performance against other sectors to identify improvement areas.