I can help feeling more than just a little bit pleased with how the hard work of not only people like Mark Nichols, Stuart Forrest and James Wright, and myself, but also all our support staff has played its part in really making a hugely tangible difference to how the UFindUs brand is perceived.
12 months ago, despite having phenomenal success from the point of view of customer volumes, page views and rankings we were missing something. As a business we simply lacked customer service skills. In the short space of time since then we have achieved so much in respect of giving UFindUs a “customer friendly voice”.
It is of course no good being all talk and no action, our services have altered as well to the point where we are reaching great levels of customer compliments rather than complaints. To me what is even more important is that the recognition isn’t for the work that UFindUs, Customer Street etc have done, it is actually coming in for the individuals who deal with our customers.
An example of which has been taken from an email sent by the team leader of our Customer Support department.“This customer wrote a letter of complaint to Stuart Forrest threatening possible legal action. I called the customer to discuss the issues that had been raised in the letter. The customer told me to completely disregard his letter and that Barry (our support agent) couldn’t have been any more helpful. He said anything they previously thought of the company they don’t think any longer and apologised for sending the letter!”.
Well done to Barry and all his colleagues who I know are really going to extra mille in pursuit of excellence in customer service.
