HKT’s Post

💡 Another insightful meeting of our Housemark Customer Experience Club this morning! 👏 Big thanks to our brilliant speakers: ➡ Verity Richards, Head of Duty to Monitor, Housing Ombudsman opened the session with an in depth look at the report on ‘Spotlight on attitudes, respect and rights – relationship of equals’. We discussed best practice and areas where improvement is needed to ensure that landlords are effectively meeting the needs of their customers. ➡ Chris Elliott, Principal Consultant Customer Experience (#CX), Housemark emphasised the importance of making better use of the TSM results, including promptly taking action, sharing the results internally and externally, and ensuring that meaningful outcomes are attained for tenants. ➡We closed this meeting with a brilliant session with Pete Daykin, CEO, Wordnerds and we dived into maximizing learning from complaints and explored how leading customer-focused organizations are elevating their complaint handling. 👏 Thank you to Gillian Campbell for chairing today's meeting, and to all of our Club Members for joining us!👏 ▶ Find out more and join the club: https://lnkd.in/gNduXSjF #CEX #CustomerFocus #Tenants #BusinessImprovement #TSMs

As Customer Service Week 2024 comes to an end, we at Transmitio LLC, feel compelled to reflect on it through a cultural lens—after all, that’s what we do best! 😊 While we often discuss the impact of culture on internal projects and day-to-day team collaboration, we rarely highlight its critical role in customer service. Understanding and appreciating cultural differences is essential for delivering exceptional service in global businesses. Here are a few ways culture shapes customer interactions: 👉 Values and Beliefs: Different cultures have varying expectations for customer service. 👉 Communication Styles: Be mindful of cultural differences in communication preferences and styles. 👉 Etiquette and Customs: Understanding local customs can help you build rapport with customers. This is why customer service BPOs and call centers should invest in cultural training for their staff, especially for businesses looking to expand into new regions. By incorporating cultural insights into their training programs, organizations can enhance communication, manage expectations, and resolve conflicts effectively, ultimately delivering world-class customer service. #customerserviceweek #CSW2024 #CSWeek

Happy Customer Service Week from #KiambuSBDC! Let me tell you a story about two businesses, each facing the same challenges, but with very different outcomes. Business A was struggling. Their customer service ratings were low, and employee turnover was high. No matter how much they invested in customer-facing technologies, the problem persisted. The missing piece? Their employees didn’t feel valued. They weren’t empowered or motivated to go the extra mile for their clients. Then there’s Business B. They realized early on that the key to delighting their customers lay in empowering their team. They invested in their employees, listened to their ideas, and fostered a culture where everyone felt appreciated. The result? A motivated workforce that didn’t just meet customer expectations—they exceeded them. Their clients noticed, and their business thrived. The moral of the story? Customer experience starts with the employee experience. When your team feels supported and engaged, their passion shines through in every interaction with your clients. Your customers don’t just feel served—they feel valued. At #KiambuSBDC, we’re committed to helping you become like Business B, where success flows from within. As we celebrate #CustomerServiceWeek, we encourage you to take a moment and ask: How can I elevate my employees' experience so they can deliver exceptional service? Let’s make this week not just about appreciating customers, but about empowering the teams who serve them every day. Here’s to building businesses where both employees and customers feel truly valued!

Going Above and Beyond for Customers...... CSW 2024. 🚀 Customer Service Week is celebrated annually during the first full week of October, and it plays an important role in recognizing the hard work of customer service professionals, who serve and support customers on a daily basis. CSWeek.com announces the theme each year and organizations around the globe work on this theme to celebrate CSW. And this year it’s “ABOVE AND BEYOND” 🚀 ……. providing an exceptional service that exceeds the customer's expectations. It's about delivering more than what is required or expected in a way that creates a memorable and a positive experience for the customer. Here are a few reasons why CSW is considered important. 1. Recognition 🥇 : It highlights the essential role that Customer Service Representatives play in a company’s success as they are the first contact point. And they can influence Customer Satisfaction. 2. Motivation 👏 :  Acknowledging the agents’ effort will enhance motivation and Job satisfaction which would eventually enhance their performance. Celebrating this week will boost the morale among the Customer Service Representatives 3. Awareness 📢 : It is not easy being a Customer Service Representative. Celebrating this week will raise awareness about the challenges and complexities of the role. 4. Customer Focus 👀 : An organization has to prioritize customer experience and Loyalty. Investing on customers is often seen as a retention strategy in many organizations for its overall success. 5. Team Collaboration 👭 : The week often involves team-building activities and celebrations, fostering better relationships among team members. Collaboration is critical in delivering consistent and effective Customer Service. Does your organization celebrate Customer Service Week? 🎉 #CustomerServiceWeek #AboveAndBeyondService #ServiceExcellence #CelebratingService #ServiceHeroes #CustomerCareChampions #CXExcellence #CustomerAppreciationWeek #GoingTheExtraMile

Customer Service Week 2024 is here! I sincerely appreciate the organizations I've had the privilege of working with over the past year. It's been filled with collaboration, growth, and many opportunities to elevate the customer & employee experience together. This week, I’m reminded of the power of investing in the people who make customer interactions memorable. Here are a few thought-provoking ideas for lasting impact: Is Appreciation Enough? We all know appreciation matters, but what about empowerment? How can we give our frontline teams more autonomy to make decisions that delight customers? From Transactional to Transformational: Customer service can be more than problem-solving. Are we equipping our teams to create lasting relationships, not just resolve immediate issues? Culture of Elevation: Beyond perks and acknowledgments, how can we instill a culture that continuously elevates our customer service professionals—through growth opportunities, cross-functional exposure, or even involvement in strategic conversations? To all the organizations striving to deliver exceptional service and to the teams who make it possible every day, thank you. Your commitment to customers and the human elements of service truly make a difference. Let's use this week to celebrate and rethink how we elevate our people, our culture, and the customer experience. How are you planning to challenge the status quo this Customer Service Week? I'd love to hear your thoughts. #customerserviceweek #elevatingeveryone #empower #elevate #transform #customerexperience #employeeexperience

Its Customer Service Tips Tuesday! Instilling values in your organization is essential for shaping its culture, guiding decision-making, and driving your teams behavior. Instilling values will help build a unified culture and stronger relationships internally and externally to build loyalty and retention. #CSD #CSTIPSTUESDAY #CUSTOMERSERVICEDEVOTIONAL

Employee training is a game-changer when it comes to improving customer experience. Invest in employee training to equip your team with the necessary skills and knowledge to deliver top-notch customer service. #EmployeeTraining #CXSkills #CustomerServiceTraining

National Customer Service Week Most of you will know that this is National Customer Service Week, a week championed by the Institute of Customer Service to raise awareness about the importance of fantastic customer service in delivering great customer experiences, employee satisfaction and ultimately the business growth and success which keeps us all in jobs. And I don't just mean those of us with 'customer' in our job titles. At a couple of previous employers I've championed the creation of events and initiatives around NCSW, and I haven't done that at Tructyre. Just reflecting on why that is. I think it's because at Tructyre Customer Experience Centre we're focused on the delivery of great customer and colleague experiences 365 days a year. And we haven't felt the need to make it a theme or a topic (or necessarily had the time to be fair). But we hold the principles of great customer service very close, and will always be driven by the customers' needs. I fully support the initiative, and anything which raises the importance (and value) of great customer service. Maybe next year we'll get organised and do something to formalise that. But in the meantime our customers, and our colleagues can rest assured that our priorites are clear: delivering that optimum service for Tructyre and our customers is what gets us out of bed every morning. #NCSW #customerservice

Transforming Staff Service Attitudes within a Builders Merchants - It Starts at the Top! Management should set the tone for exceptional customer service by modelling it daily. Leading by example and living their service commitment inspires staff and establishes clear expectations. So if you are a manager within this industry lead by example as a first step to Service Excellence. For more information about delivering Service Excellence, take a look at our training programmes and also our latest LinkedIn 'Live' where we've been discussing this very issue. Links are in the comments below #serviceexcellence #customerservice

''Training Gen Z for confidence not compliance''.  A really interesting topic right now across frontline organisations and Total Retail asked me to share my thinking around this generational challenge. Retail & Hospitality have historically carried the torch for being critical to early generation employment.  But in 2024 understanding what Gen Z are demanding from a role and an organisation is critical for you to be able to dial up performance, and retain talent. I have given a few thoughts on; 💡 Skills as a commodity 💡 Career progression – realising the differentiator retailers have 💡 Budget vs performance – the long term winners won’t be those that solely cut cost and up prices 💡 Tech as an enabler for confidence Have a read below… #retailandhospitality #genz #genzworkforce Training Generation Z for Confidence Rather Than Compliance (mytotalretail.com)