By Keith Halliwell, Operational Lead Thoughtful Service
Customer service is vital in our business and we need to make sure we’re well equipped to deliver exactly what our customers want. We’ve been listening to our customers and they tell us that they’re looking for the basics of a convenience shopping trip done well and done consistently.
As part of our Thoughtful Service programme, over the next two years we’re going to focus on fixing queues and investing in more technology to help our colleagues serve our customers even better. To help us put our customers and members front and centre of everything we do, I’m proud to introduce our Customer Service Promises:
Customer Service Promises are a set of behaviours and pledges that come with a Co-op difference. If we can get these right not only will customers be satisfied and likely to spend more with us, but importantly, they’ll return again and again.
I’ve been a store manager, an area manager and a large store regional manager so I have first hand experience and know that you always put the customer first. However, by bringing the promises to life in everything we do, they’ll allow us to achieve consistency across our stores – customers will receive the same experience no matter where and when they interact with us.
To start to embed them, we spoke to a handful of colleagues to find out what Customer Service Promises mean to them. Watch this video to find out what they had to say:
For me personally, although all four are of equal importance, the promise I connect with the most is ‘Always friendly and always thoughtful’. I think that no matter what technology and processes we have in our stores and support centre, everything is done by people, for people. If I can make someone feel valued and worthwhile, just by being genuinely friendly with them and considering what’s important to them, I can see it being paid forward and a ripple effect of success spreading.
Every single one of us can make a difference, as they’re applicable whether you’re a Customer Team Member, an Area Manager or a colleague in our Retail Support Centre. If we all start to make small changes now, they’ll have a huge impact collectively in a truly Co-op way.
I’m really proud of the Customer Service Promises and I hope you are too. I’m excited to see us start living and breathing them day in day out.
In the next couple of weeks we’ll focus on each promise in a little bit more detail, but for now I’d love to know your thoughts; how you plan to bring the promises to life yourself and to help others, or maybe what gets in the way? Do you have any easy wins that have really worked in your store and could be replicated? Maybe one of the promises really resonates with you or your store? Make sure you comment below or in our Yammer group, letting me know your thoughts.