National Customer Service Week 2024
National Customer Service Week (NCSW) runs in the first full week of October each year, to recognise the importance of customer service, and honour the work of customer service teams, the individuals that are the face, and voice of every business.
At LCH, Customer Service is at the forefront of everything we do, driving every decision and action we make to ensure our customers remain our top priority.
Customer service works like a jigsaw in the way all the individual pieces – people, processes and tools, must come together to form a picture of exceptional service. If one piece is missing, or does not fit with the overall picture, our customer’s experience can feel incomplete.
When every part of the puzzle is handled with care, it leads to a seamless and satisfying experience, like fitting the last piece of a puzzle to complete a picture!
With exceptional customer service at the heart of LCH, it is not just the responsibility of the Customer Service department, but a company-wide effort where all departments play a critical role, from our sales team providing quotes, down to our HR department fostering a customer-centric focus.
How we celebrated NCSW 2024
NCSW follows a schedule of themed days of which we base our plans upon.
Monday – The Future of Service
Tuesday – Service with Respect Day
Wednesday – Effective Service Leadership
Thursday – Risk, Reputation and Trust
Friday – Customer Service Recognition
Throughout the week, many communications were shared based on the daily themes, including videos from some of our head of departments. Matthew, our Head of Fleet and Compliance, shared a key message with the business in relation to the ISO 9001 certification that LCH currently holds, with a key focus on driving continual improvement – one of our core values.
At LCH, feedback is the backbone of our customer’s experience, as it provides direct insight into the services we offer, and creates a platform for changes to be made. Whilst the feedback we receive from customers is a key factor to making improvements, feedback from employees and peers is just as important. That’s why, on Friday we held the Customer Service Awards, where 5 members off staff were nominated for their service to the business, and helping to shape our customer’s experience. Of course Molly won ‘Dog of the Year’ again – she doesn’t have much competition!
Throughout the week, we ensured that we injected some fun into each day by running a week long competition based on Thursday’s theme of Risk, Reputation, and Trust – it involved a lot of persuasion techniques, and I believe some offers of free cake! Well done to Martin, our Head of Operations who got to take home the treasure chest, and an awful lot of laminated keys!
A Thank You To Our Customers
Finally, we want to say a massive thank you to our customers, for their support, feedback and reviews, that push the business to continually improve. So between now and next October, please share your stories, leave some reviews, or shout-out a specific team member you have been in contact with.
National Customer Service Week marks just one week out of fifty-two, that LCH commit to ‘Going the extra mile’ for our customers. Its not just an event – but a year-round priority that drives our success.