National Customer Service Week 2020

This week is National Customer Service Week (5 October 2020 – 9 October 2020), a week-long campaign hosted by the Institute of Customer Service (ICS).  National Customer Service Week highlights the vital role excellent customer service plays in successful business practice and the growth of the UK economy.  

Customer service has always been at the heart of our business and although we strongly believe customer service is not siloed to one week a year, it is still important to pause and reflect on what it means to provide excellent internal and external service – especially during the Covid-19 pandemic.  
Earlier this year we were thrilled to win the Institute of Customer Service Customer Commitment Award and we also became the first building society to be awarded the ServiceMark accreditation from the Institute of Customer Service; external validation of our customer service success.  

We did this with the support of our members and through the consistent high standards of service our colleagues provide to each other and to our members.

The National Customer Service week celebrates several themes:

•    Insight – how businesses understand their customers 
•    Capability and skills – nurturing customer service skills
•    Recognition – celebrating customer service heroes
•    Leadership – how a customer service culture is led and supported by its leaders
•    Truth, ethics and sustainability – how important it is that a business’s actions support its brand values
We regularly ask for and receive feedback from our customers to ensure we are doing the best we can to provide a friendly, efficient and hassle-free service. We also want to know where we can do better, so feedback, whether negative or positive is welcomed and acted upon. Feedback can be provided to us in branch, on our website or through the independent financial services review site Smart Money People (where you will be asked for your name and email to leave feedback.) 

We also recognise its our colleagues who make this possible – all employees play a role in ensuring their colleagues are able to provide an excellent service.  
While 2020 has undoubtedly been a challenging year, we continue to ensure we provide an efficient service through our branches and online – taking every step to ensure our employees and customer’s safety. 
Thank you to our members and to our colleagues for making this possible. 

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