National Customer Service Week 2019
Happy National Customer Service Week!
This week, we want to celebrate the hard work of our customer service staff, as well as thank all our customers who take the time to provide us with invaluable feedback.
Each day this week we’ll be hearing from different members of our team about what customer service means to them and HBP.
Monday – Insight: Knowing your customer and how to deliver to them
Jo Benson – Software Support Team Leader
“We take the time to understand our customers’ needs right from the first contact, through to ongoing support. It’s important that we understand their requirements both technically and from a business perspective, so we’re positive we’re delivering the correct level of support and care. Everything about a customer we need to know is recorded into our unified system, so it is always at our fingertips whenever we need it. Our feedback and our response times are constantly monitored to ensure we’re performing at our absolute best. Delivering excellent customer service is at the absolute heart of what we’re about. We pride ourselves on the service that we offer and are constantly striving to maintain and improve in this area.”
Tuesday – Capability & Skills: Identifying and nurturing customer service skills in your organisation
Ryan Garlick – IT Support Team Leader
“Customer service skills are what we primarily recruit for when looking for a new candidate. There must be an element of technical ability, given the services that we provide, but often the technical element of the role can be reinforced with training and the customer service element comes more naturally to others. From my point of view, the people who call our helpdesk want help from people, not to be bombarded with technical information from someone who may no everything about IT but can’t hold a conversation. We offer training to all our team members and we also have monthly one to ones to review development and highlight any points where we can make improvements. This is coupled with product reviews to ensure that we are offering our clients the right solution which in turn allows us to support them best we can.”
Wednesday – Recognition: Celebrate your customer service heroes
Tony Pearson – Operations Director
“One of the best suppliers we have is Altaro, who we’ve worked with for 5-years. The team there always gives HBP Systems great customer service and the support they provide is always fast and to a high standard. They really know what they’re talking about and get to the route cause of the issue. I’m very proud that HBP is a Gold Partner of Altaro.”
John Anderton – Operations and Finance Manager
“Partnerships are built on trust, shared goals and open communication, and with our Account Manager at Intec Micro, Charlotte Law, we have all three. Intec Micro pride themselves on the service they provide and that certainly shows when it comes to the constant above and beyond approach to all orders, and how they really come through when the pressure is on. My team and I feel they understand the business, our service and our pressures, which is testament to the time they give us both over the phone and face to face. Our partnership has grown from strength to strength because of their customer service and whilst we may just be a number to Charlotte and Intec, we can’t tell, and it is why they are one of our biggest suppliers of IT Hardware across the HBP Group.”
Thursday – Leadership: Championing customer service in the boardroom
Joanne Dixon – Managing Director
“We’ve been running a successful business since 1991, but we are always looking to offer an even better experience for both our customers and our staff. I don’t believe that you can ever stop looking to improve. With all of our solutions, advice, and support we aim to provide the best possible customer experience, as well as helping to make businesses more efficient and profitable.”
Friday – Trust: Building brand reputation and trust by delivering on promises
Tim Pritchard – Senior Marketing Co-ordinator
“Delivering effective and efficient customer service is paramount to HBP Systems’ marketing team. Our customers will be exposed to communications from us about their products and services, or events and workshops that we’re running which will benefit their company, so how we manage that relationship and expectation is crucial. We may not be a directly customer-facing team, but considering the best customer experience is at the heart of everything marketing does.”
We would like to say a massive thank you to our brilliant team, who go above and beyond for our loyal customers everyday. And of course, thank you to all our customers who take the time to provide us with invaluable feedback. We’re always looking to enhance your experience.