What does National Customer Service Week mean for us?
5 October 2021
This week, organisations around the country are celebrating the very best of customer service, as part of the Institute of Customer Service’s National Customer Service Week.
Here at Welsh Water, good customer service isn’t just something we focus on one week of the year, but all year round.
What else would you expect from a company whose vision is to ‘earn the trust of our customers every day’?!
We chatted to a few of our frontline colleagues with a passion for helping customers about what good customer service means to them:
Rhys Richards-Evans
Customer Resolution Officer
“Recently a customer had an issue where water runs off the mountain next to his farm and can’t drain through the surface water gulley on the road as it’s full of leaves but couldn’t send in photos. I checked our system and although there were no Welsh Water sewers/surface water drains near the property, I was able to advise the customer they’d need to contact the local council about the issue.
The customer was really happy we could help to put his mind at ease as he was unsure who he needed to talk to about it.
I’m grateful and proud to have had the opportunity of becoming a Welsh Water employee. Thanks to my tutors who gave me the knowledge and developed me, as with this I can help our customers and put their minds at ease by providing a 1st class customer service experience and ensuring we do earn the trust of our customers.”
Alix Olarerin
Vulnerable Customer Promotions Advisor
While working in the community with customers in vulnerable circumstances, to me excellent customer service not only means helping customers get what they need, but also making sure they feel supported. This can be shown in many ways, from signing them up to our Priority Services Register, listening and being an empathetic voice, or signposting for external support.
It’s also understanding the bigger picture and realising the impact that our role can have on our customers’ lives. Although it may seem like a small financial saving, for some customers, their bill may have been affecting their mental and physical health, by worrying about debts or trying to make ends meet by skipping meals. Appreciating these factors and understanding that vulnerability is complex and changeable helps us to understand the challenges our customers face every day and provide a supportive service.”
Marc Curtis
Business Relationship Manager
“Businesses provide our communities with vital goods, services and employment. The impact of Covid-19 seen across business sectors, and now the ongoing recovery, means our role in helping them operate has never been more important. From the corner shop to the office, farm or factory, we always aim to provide great customer service.
For me and our team that means:
- Really taking the time to understand what each customer needs and why it’s important to their business.
- Keeping things clear and simple.
- Doing what we say we will, when we say we will.
- Keeping the customer updated.
- Being professional and honest in everything we do.”
Chelsea Scriven
Distribution Inspector
“Customer service is a big part of my role as a Distribution Inspector, as I enjoy interacting with customers on a day-to-day basis.
I always to turn up to every door with a smile and being as approachable as I can. I feel demonstrating that we care is a big factor to delivering excellent customer service.
I try to solve any queries or problems first time every time and ensure I set the correct expectations for the customers. After every customer interaction I always try to reflect to make sure I’ve done everything that I can to deliver customer satisfaction.”
Here at Welsh Water, we always try to do the right thing. While we may not always get things perfect first time (who does), we are proud to have people that care for our customers and will always do our best to provide great customer service.