Darlington Building Society’s Post

🌟 Above and Beyond! 🌟 As we step into a new week, let’s remember the importance of service excellence and the impact it has on the people (Customers) we serve. Every interaction is a chance to make a difference, create connections, and exceed expectations. (Did we say under-promise and over-deliver?) Customer service isn’t just a role, it’s an opportunity to bring positivity and value into someone’s day. This week, let’s celebrate the spirit of service by going the extra mile, showing empathy, and making each moment count. Start the week with purpose, enthusiasm, and a commitment to making a difference, one interaction at a time. Let’s make this Customer Service Week 2024 a memorable one! 💪💼 Happy Monday and Happy Customer Service Week ahead. #CustomerServiceWeek #MotivationMonday #ExceedExpectations #ServiceExcellence #CustomerExperience

The Art of the “Hold, Please” 🤨 Ever notice how some people make “holding” feel like an honor… while others make it feel like a punishment? Some customer service reps put you on hold like they’re banishing you to voicemail purgatory. Others? They make it sound like they’re personally ensuring your call is handled with the care of a Michelin-starred chef plating a meal. It’s the same in business—and in life. The way we transition people through an experience matters. Whether it’s: ✔️ Onboarding a new client ✔️ Guiding a team through change ✔️ Just replying to an email The in-between moments are where relationships are won (or lost). So next time you have to put someone on hold—literally or figuratively—remember: It’s not about the wait. It’s about the way you handle it. (And no, playing smooth jazz on loop does not count as customer service excellence. 🎶 😉)

Fourth and final tenet for Oxbow. Being responsive shows that you value the needs and concerns of others. Whether in customer service, relationships, or leadership, being responsive fosters trust, satisfaction, and effective communication. It demonstrates reliability and care, ultimately enhancing relationships and productivity. When you're not responsive, it can lead to frustration, misunderstandings, and a breakdown in communication. It may create the perception that you're indifferent or unreliable, damaging relationships and trust. It can result in lost opportunities, decreased satisfaction, and ultimately, negative impacts on reputation and success. I recognize I’m not everyone’s cup of tea but if there’s one universal truth among everyone who knows me it’s I respond. Sometimes it’s with the exact thing someone is looking for and other times it’s just a simple acknowledgment of receipt. Either way, I hate leaving people hanging. To me, being responsive is being dependable and I strive to be a person everyone can rely on.

Being reliable and dependable starts with being responsive.

Great Tuesday morning all! Welcome to this week's "Tuesday Touch!" In the Kindness Pillar of High Touch Customer Service, we touch on Memory. We all know how it makes us feel when someone remembers us, remembers something about our family, our name. Memory plays into attentiveness, and vice versa. They are both about showing the other person we truly care. We've listened, we were attentive. It is difficult if not impossible to remember details or do a thorough job if we aren't attentive. If we aren't focused on the details or paying attention. Professionalism Attentiveness: Acknowledge all customers and give them a sincere greeting. Smile and make eye contact, shake hands firmly, and introduce yourself. When you’re with a customer focus on them alone. Pretend they have a sign around their neck that says “Make me feel important.” Likewise, pay attention to the details of your work. Accuracy is paramount. PURPOSE, MISSION, VISION, VALUES.

During this Customer Service Week, Let’s focus on Christian principle 1 on enhancing Customer Service. Love& Respect: We need to show love and respect to all customers, regardless of how they look or behave. Do you think the level of respect for a customer should change after being insulted? I would like to hear your opinion on this. #Customer Service Week #Leriesey

🌟 **Customer Service Week: Going Above and Beyond** 🌟 I’ve always believed that exceptional customer service goes beyond just following the rules.it is about making a real difference in someone's day. Recently, I had an opportunity to do just that. A customer, who was in the hospital, contacted us because of a failed transaction that left her unable to access much-needed funds. the standard procedure was to wait for 24 hours for a reversal. But in that moment, I knew waiting wasn’t an option. I took immediate action, escalated the issue, and ensured we had a resolution . Her gratitude was overwhelming, and it reminded me of why I am so passionate about what I do. I love making customers smile – it brings me an intense sense of joy and fulfillment. This Customer Service Week, I celebrate not just the rules we follow, but the times we can step outside of them to truly help someone in need. To me, that’s what *going above and beyond* really means. #CustomerServiceWeek #AboveAndBeyond #CustomerExperience #Leadership #ProblemSolving #

Its a new month And the journey into the second half of the year has begun as we begin to close out on the first half. As we count our wins and check our misses, don't forget to check your service angle. How is your service? What is the general impression of your customers? Have you designed a service system and culture that feels right to you or pays attention to your customers' needs? What are you doing with your customer feedback? Does your service culture empower your service team to drive effective and efficient service within and outside your organisation, or is great customer service merely a concept you pay lip service to? What about actively observing and measuring how your service culture can contribute to your bottom line? So many questions to ask...... But I'll just leave this here: Excellent Customer Service goes beyond setting up a team to respond to customer complaints; it is a whole lot more. Happy New Month.

🎉🎧 Customer Service Week Chronicles 🎧🎉 Its that time of the year again, were you appreciated as a client or did they just send you an email to tell you how grateful they were for your patronage 😀 I know I should be celebrating customers but then having worked as a CS agent sometimes I think I am the one who should be celebrated more, Soo... Happy Customer Service Week to all Agents! 🥳 Where every “hello” on the phone is paired with a side of patience, and every email starts with “I hope this finds you well” (even when we know… well, it didn’t 😂). As we close this week here are some classic examples that kept us going: 📞 "Hi, could you please repeat that? I wasn’t listening..." 😅 - Sure! Let me just pull up my telepathic transcript... 🚨 The “I want to speak to your manager” folks. Spoiler: I AM the manager now 👀. 💡 The customers who explain the product you work with like they invented it. Thanks, Bob, we’ll pass your insights to the actual product team! 🤯 The ones who ask for help then disappear faster than my Wi-Fi connection when I actually need it. You called me, remember? 😳 🕒 "Is this service available 24/7?" - Yes, sir, except when you call us at 2 a.m. to complain about something we both know can wait till morning. 😴 🔄 The “I didn’t get your email” crowd… yet somehow knows all the details I wrote in it. Interesting! 🧐 But at the end of the day, nothing beats that sweet “thank you, you made my day” moment. That’s why we do what we do – with a smile, a laugh, and occasionally some deep breathing exercises. 😌 Happy #CustomerServiceWeek to all the warriors behind the scenes, turning chaos into calm one call at a time! 🙌👊 #CustomerServiceHeroes #PatienceLevel100 #ServiceWithASmile #NoMoreOnHoldMusic

📌 "Your patience and kindness make a world of difference." 📌 "Every positive interaction you have is a small victory." 📌 "Remember, you're not just solving problems; you're building relationships." 📌 "Your hard work and dedication are truly appreciated." 📌 "Keep up the great work! You're a valuable asset to the team." 📌 "Your ability to remain calm under pressure is inspiring." 📌 "Your positive attitude is contagious." 📌 "You have a unique ability to connect with people." 📌 "Keep shining bright and making a difference." Happy Customer Service Week! ✨ #CustomerServiceWeek #CustomerSuccess #CustomerExperience #ServiceWithASmile