Not all heroes wear capes!

5 Oct 2018 01:45 PM

We’re celebrating National Customer Service Week and today’s theme is ‘recognition’.

As part of ongoing development in our Customer Support team, we’ve created a Customer Hero Charter to demonstrate our commitment to customers and to each other. The charter promises that the team will always have a positive mind-set, that they will take ownership, be pro-active and communicate openly and honestly.

The charter works alongside a Customer Hero programme, which recognises and rewards team members who’ve gone above and beyond in their role. Each week, our colleagues in customer support get the chance to nominate their Customer Hero of the Week and every Friday the winner is decided.

“Customer Hero of the Week is a great way to recognise the great work that our colleagues in Customer Support are doing to deliver excellence for our customers. We have a great time reading out the nominations and it’s a really uplifting way to end the week,” said Rosie Malley, Senior Operations Manager

Here are just a few of the great examples of our Customer Heroes from the last couple of months:

Victor Ndlovu had to process a large amount of entries from one of our centres at very short notice. Thanks to his efforts and the support from the rest of the team, he managed to complete the task on schedule, much to the delight of the customer.

Sarah Philips shows her commitment to customers by actively monitoring call queues to ensure that every call is answered and people aren’t waiting for long to get their questions answered.

Jill Clark will often get her team to stand up and ‘power pose’ which is really great to see and energises the team. This is something that was covered in the recent TAPO training and is great for a morale boost!

We’re really proud of the efforts of our colleagues in Customer Support and their commitment to our centres and learners. From all colleagues here at NCFE, we want to say a big thank you!