Reflecting on National Customer Service Week…
Each year we look forward to getting involved with NCSW (National Customer Service Week) to celebrate the wonderful work our Service teams do on a daily basis to deliver the highest service to you, our residents.
The campaign is organised by the Institute of Customer Service and runs every October for a week-long celebration. As part of this, our Customer Service Manager highlighted the campaign week internally with all of our employees. He mentioned, “It is important for us to recognise the excellent work we do as an organisation with individual stories directly from resident feedback or colleague testimonies. Making sure we celebrate improvements made to customer experiences following the introduction of new technology or processes is vital for employee engagement as we know from research by the Institute of Customer Service that higher employee engagement leads to higher customer satisfaction.”
We began discussions for the week on the Human-Tech interface which included giving an overview to the technologies that have transformed our customer experience and how we have explored the balance between human interaction and technology over the last few years. As part of this start to the week, our focus was our ‘Operative on the Way’ system which was launched to allow our residents flexibility during the day and help to reduce our duplicated visits. Our Assistant Director of Property added, “The Operative on the Way system is not only providing our residents with an enhanced experience but it enables them to give instant feedback on the excellent service our Repairs teams are delivering”.
My HomeHub came under this celebration too which we launched in August 2021. The resident portal provides residents with live information and displays a visual representation of a tenancy. With the app, you are able to see rent accounts, repair appointments, household information and easily manage your tenancy 24 hours a day, 7 days a week whenever suits you. To sign up, visit the My HomeHub page on registering. After registration, you can log on through the My HomeHub app which can be found on the Apple and Google Store.
To conclude the week, we focused on recognising individuals and teams who had gone above and beyond to make a significant positive impact on our customers over the last few years. These teams and individuals were shared on our internal intranet for all teams to come together and congratulate.
Thank you to our Customer Service team for sharing and reflecting with us!