National Customer Service Week 2019

Written on: 7 October 2019

Written by: Freya King



The 7th to 11th of October is National Customer Service Week, which aims to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.

As proud members of the Institute of Customer Service, this week is a chance for us to reflect on the importance of great customer service within our organisation and to consider new ways we can improve our offering both internally and externally.

Our company culture is built around developing our people. We will be taking this opportunity to improve the customer service skills of staff within all departments, making them aware of how their role impacts on the wider business, and in turn, the apprentices and employers we work with.

The Institute of Customer Service has set the following themes for each day:

  • Monday – Insight: Knowing your customer and how to deliver to them
  • Tuesday – Capability & Skills: Identifying and nurturing customer service skills in your organisation
  • Wednesday – Recognition: Celebrate your customer service heroes
  • Thursday – Leadership: Championing customer service in the boardroom
  • Friday – Trust: Building brand reputation and trust by delivering on promises

In line with these themes, we’ve got an exciting week of internal activities planned. This will include games to help us understand our metrics, a staff survey and sharing good practice between teams.

Customer service is one of the twelve key Baltic Behaviours that power everything we do; it’s important that everyone is on the same page about what this means to our organisation. To recognise outstanding work, we’ll be giving our staff the chance to nominate others who they feel have displayed exceptional customer service skills within their role.

Throughout the week, we’ll also be sharing customer feedback from our apprentices and employers on our social media platforms. This will highlight what we’re currently doing to meet the needs of our customers and exceed their expectations wherever we can.

Read our customer case studies here.

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