I am delighted that Westfield Health has once again been placed among some of the UK’s top performing companies in The Leadership Factor’s recent customer satisfaction survey.
This got me thinking about customer service in general and why it is important, not just as an accolade to organisations providing the service, but to each and every one of us.
There is often nothing more frustrating than having to deal with an impersonal and inefficient call centre. We all cherish our time, so receiving a prompt, courteous and friendly service should be the norm, not the exception.
So why are we increasingly faced with less than acceptable standards? It doesn’t seem to matter what you are trying to achieve, companies often fail to get it right for the customer.
How much of a difference does it make when we are met with cheerful bus drivers as we start our day? How easy would it be to resolve a query on a utilities bill if you could speak to someone straight away, without being put on hold?
The more common negative experiences that we are accustomed to can become a serious aggravation if they continue to happen, which is why I am proud that Westfield bucks the trend.
High on customers’ wish lists is for companies to keep and deliver on promises made. Simply put – do as they say they are going to do. It’s that simple.
Having the right staff in place with the right skill set, attitude and training is the key to achieving this simple objective, and that is our aim at Westfield Health – to continue to offer an excellent, friendly and prompt customer experience.
Posted by juliegill 