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It's National Customer Service Week at Middleton Arena
- 09 October 2014
Senior managers at Link4Life, the Rochdale Boroughwide Cultural Trust, are going 'back to the floor' during the week which runs until Friday (10 October).
Interim Chief Executive, Gillian Bishop will be taking a turn on Reception at the Arena on Thursday and, along with other company managers, will experience at first hand the highs and lows of day to day experiences of customers.
National Customer Service Week is a week-long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. Promoted by the Institute of Customer Service it is widely established in both the private and public sector as a key element of increased business performance.
Interim Chief Executive, Gillian Bishop announcing the initiative said, "This is the first year that Link4Life has taken part in Customer Service Week and it supports our corporate priority, across all services of the Trust, to aim to provide outstanding customer service. We are holding a mixture of outward facing activities inviting customers to take part as well as internal activities for or involving our own staff."
Themes for the week include 'engaging customers', 'easy to do business with' and 'staff recognition'. An open, drop in 'Face to Face' forum took place on Monday giving customers the chance to chat with managers, trustees and staff. Visitors have also been given the chance to 'Mark our Score Card' giving feedback on current levels of satisfaction with services provided. A customer feedback survey is also available online at www.link4life.org/whatson .
Over 60% of all bookings for classes and courts are now made online and available 24 hours a day, saving considerable time from telephoning or booking in person. A 'Better Booking' demonstration will be hosted on Friday from 12noon-3pm to help customers take full advantage of this improvement in service.
As part of Link4Life's commitment to customers, a series of focus groups has also taken place with staff over the week long initiative. This has used the experience of front line staff to capture and share good practice and identify areas for improvement.
And finally staff have been recognised for a job well done. "We appreciate it when a customer takes time to say thank you but compliments can too often just stay unrecognised", explained Gillian Bishop. "We intend to do much more to promote the many cases of positive feedback that we receive on the everyday jobs that Link4Life front line staff do. And to start the week properly our head of Arts and Heritage service, Julian Jefferson did his own Great Link4Life Bake Off and delivered home made cake to all our staff to thank them for their contribution."
Full details of the Customer Service Week programme can be found at www.link4life.org/whatson or from Middleton Arena.