Customer Experience Activities
The Senior Management Team made a commitment to ensure that the ideas we put forward to improve customer experience are picked up and actioned. The newly formed Customer Experience Forum has been doing just that, and at their most recent meeting, chaired by Nicola Johnson and Rob Kerr, the forum sorted the ideas into themes, and will then go through the ideas within each theme to come up with a list of actions.
The first theme they focused on was communication, as this was a hot topic with a lot of ideas put forward. Six projects have already been identified as potential 'quick wins', and have been given business owners to ensure they get delivered. Here's a summary of those projects:
Communication Theme
| Project | Overview |
| Call Structure | Introduce call structure techniques Standard TGP opening & close to all calls Questioning techniques Call guide techniques |
| Interactive Voice Recording (IVR) | Ensure we have IVR in place for all inbound lines Review Script for IVR for all departments Look to add TGP target messaging instead of hold music Queue times |
| Call Stats | Review stats across the whole of the business Call report on all call telephone lines Visible dashboard in all departments Set departmental SLAs Report on call back stats |
| Proactive Communications | Proactive updates Query resolved Credit on account Changes made to billing cycle |
| Customer Correspondence | Review all comms issued to the customer to ensure we have a consistent tone and language Method (email personal/ netsend/ marketing/ letters) Managing comms (circumstances where we should stop comms) Personalise all correspondence |
| Call Back Option | Look to re-introduce call back options for customer (linked to IVR 4) Reportable |
If you have any questions about the projects above, please speak to Nicola Johnson.
Customer Experience Videos
In the lead up to the Communications Days, we asked you to put forward your questions on customer experience to expert Richard Sheahan. Unfortunately there was no time to show all these questions and answers in the main video, but we’re pleased to now be able to have clips answering all your questions. Take a look at the videos here:
SMT Q&A
At the end of each of the Communications Days, we had an opportunity to put our questions to a panel of SMT members. Here’s a summary of some of the most frequently asked questions across the four days, and their responses…
