Emma Stott, Customer Service Director, joined Chess in 2006. Her passion for delivering quality services and putting customers at the heart of everything drives her teams to constantly improve processes and raise standards. Emma is adventurous at heart, including taking part in a skydive to raise money for charity.
Emma Stott, Customer Service Director at Chess, reviews customer service week at Chess. She covers:
National Customer Service Week is a week-long opportunity to raise awareness of the importance of great customer service and the vital role it plays in our business practices and future growth.
Celebrating Customer Service Week 2023 at Chess
Customers are at the heart of our business and throughout the week we will be highlighting the importance of the service we provide to them. We ask our people to think about how we can change or adapt processes to make our service even better, and we thank them for making Chess a great place to work, and a great place to be a customer.
Praise and Recognition
Praise and Recognition play a huge part of the week – this year more than ever so here is a snippet of what we did to celebrate great customer service.
Back by popular demand was the ‘Good Deed Feed’ where we praise our people for doing a good deed. For every Praise we donate £1 to The Trussell Trust. The Trussell Trust is a charity that has a network of foodbanks around the country to provide emergency food supplies for people in crisis.
Team Photo Competition
We believe that all our teams are customer service superheroes, so we asked our people to take super-hero team photos. It was a fun and creative way to showcase different teams.
What Is THE Best Customer Service You Have Ever Received?
Our teams work hard to provide excellent customer service to all of our customers, so we wanted to know what positive experiences they have had as customers themselves. We asked our people to provide an example of the best customer service they have received and how we can adapt this good practice at Chess.
Thanking Our People
We sent parcels posted to everyone in the company as a thank you for all their hard work making Chess a great place to be a customer. It included a thank you card, a costa coffee voucher, and some chocolate. Ten lucky people also received a golden ticket, which can be redeemed for some fantastic prizes including a trip to London for a Broadway show!
Creating a Great Customer Experience
Customer engagement comes in many forms, from email and chatbots to phone calls and even WhatsApp. However, managing multiple channels efficiently while keeping up to date with ever-changing customer records is challenging for any organisation and can lead to lost revenue, unhappy customers and lack of retention.
There are many ways that businesses can create a great experience for their customers, and there is tremendous opportunity to enhance customer experience by leveraging technology effectively. The right technology can help you connect with your customers easily, whilst reducing your costs by driving efficiency.
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Emma Stott