Listening to the voice of the customer

Timico lives or dies by the quality of the service it provides its customers. The continuous improvement to the service levels is something built in to framework of the business.

 

Monday morning is “Voice of The Customer” morning where complaints and feedback from customers received during the previous week are looked at by senior management.

 

You might argue that a business with its house in order should not receive any complaints. However with somewhere in the region of 10,000 businesses entrusting the care of their communications to us there is potentially always going to be someone with a problem – typically “my phone line hasn’t been working for three days” or “something has gone wrong with my broadband”but it can be more serious.

 

We look at whether there could have been a better way to service the customer with the problem or whether there is an improvement that could be made to our process. If necessary a director level member of staff will own the communications back to that customer.

 

In fact the contact details of each Timico board member are available on the website so that customers can reach senior people directly if they believe that the system has let them down for any reason.

 

Happily there are weeks where no specific complaints have been received and the occasion is used to talk about general ways of improving the service.

 

Published by Trefor Davies

Liver of life, father of four, CTO of trefor.net, writer, poet, philosopherontap.com

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