Posts tagged customer service
National Customer Service Week – the Winners!
Oct 21st
As mentioned previously, the 6th to the 10th October was National Customer Service Week. To celebrate, we gave away prizes to the Customer Service staff, as well as three lucky clients. Staff were awarded prizes if their customer feedback scores were first, second or third out of their team (and trust me, there’s an awful lot of staff, so to come in the top three is an achievement!)
Congratulations to the four overall winners, who were Julie Jackson (bikes), Donna Shepperson (claims), Jade Downes (sterling and cherished) and Sam Mills (SV and gold). All of them provide such a top notch service that they received way over 9 out of 10 on their surveys. Well done!
And now to the fun………… here are some pics of our fun and games winners with their ‘creations’
Above: Hayley and Jade with their creation to brighten up the office – a Halloween scene complete with witchified Bruce!
Above: Ish with his ‘ideal phone’ I could blog solely on the interesting ideas the staff came up with – such as built in massage machine, manicure set etc….. however Ish won it with his speedial to the Samaritans button! Yes, sometimes our staff do have to cope with some rather nasty calls………
Above: Fliss with her poem, written about the members of her team. I wont repeat it!
Above: Michelle – our bingo winner – poses with a National Customer Service Week bug. May I say to ICS, the organisers, what a fetching colour they chose for NCSW – it matches our very own mascot!
That’s all for now………….. thanks to all of the Customer Service staff for taking part and having some fun and games at the same time. Same time next year!
National Customer Service Week!
Oct 7th
This week, the 6th to the 10th of October, is National Customer Service Week. Seeing that I’m the Customer Service Manager, it’s a great week for me and my team!
We are rewarding the staff this week with prizes for those who receive the top scores following feedback from our clients. As well as that, we’re having some fun and games – such as writing a poem about customer service, and designing the ultimate phone. So far the entries have been as creative as usual and of course I’ll post some pics when we’ve decided on the winner. My favourite part of the ultimate phone so far has to be the added button where the staff member can transfer a call to the boss himself! Not forgetting of course the built in nail files, mirrors, and drinks dispensers…….. perhaps we’ll take a trip to the Dragon’s Den! I could make my millions……..
Of course, during this week, we want to reward the clients. So there are three prizes up for grabs for anyone that completes our online feedback questionnaire following a call. A £500 weekend away, £100 in High Street Vouchers or £50 in High Street Vouchers could be yours, just be telling us what our service is like!
I’ll keep you posted on the results and the wonders of creativity my staff come up with………
Happy National Customer Service Week!
Eggstra….. eggstra…. read all about it
Mar 27th
Once again on our customer service department we felt the need to challenge the creative juices of the staff and give them a little fun and games over the Easter period. And as usual, they didn’t disappoint with their weird and wonderful creations!
So…. off they went over the weekend with their challenge….. design an egg. There were no rules or regulations, all we wanted was some eggs – blown, paper mached, chcocloate – anything at all. Of course as ever on the service floor Bruce reared his horned head… and the creator of his egg took home the overall prize. So if you ever speak to Megan on the phone you can tell her how impressed you are with her creative skills (see below)!
If you’ve yet to experience the legend that is Bruce, and are a fan of facebook, I’m sure he’d be pleased to make your accquaintance (under Bruce Thebull)
Here are some other inspired entries.
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Happy Easter!
I’m now off to eat them all……….
"A Direct Line to your wallet"
Mar 17th
That was the headline in the Guardian on Saturday, where Direct Line were lambasted for charging some fellow a much higher rate for his insurance renewal than they were quoting if he had been a new customer.
On the face of it, it looks quite bad by Direct Line. They quoted him a price of £551 when a new customer would have been offered £173. There’s no getting away from the fact that Mr Robert King, 55, is paying too much for his home insurance.
But looking more closely at the story, I can’t help but feel that Mr King is at least partly responsible for his own misfortune here. He’s been with the company for 10 years and in all that time has never compared his home insurance renewal quotes until now. Says he, “I know the advice is to shop around for the best quote,” and so he should, being an accountant.
Funnily enough, on the way in this morning I saw a large billboard from Direct Line promising their renewal premiums for car insurance would not rise in year two. There is a rather vague disclaimer stating that ANY change to your details or your policy will invalidate the guarantee. So 3 speeding points, and a claim (both specifically mentioned) but remember that your guarantee is also worthless if you change cars, jobs, annual mileage, named drivers, postcode – anything really – and it doesn’t matter if the risk goes up or down. I wonder what the percentage of drivers is where no details at all change year on year.
At least they’ve got happy customers supporting them all the way and making supportive videos. Oh, no wait a minute…
Apparently, Mr Daz feels a bit aggrieved with the way Direct Line have treated him.
Dave Wilson on Google+Flux boss takes on the phones……
Feb 27th
Did you call us for customer service on Monday? If you did, you may well have found yourself speaking to one of our General Managers – Paul – who gallantly manned the phones for a day!
As you may know from previous blog entries we try to make the job as much fun as possible and we have many competitions in our monthly newsletter to win tons of prizes. At Xmas, we ran a competition to ask all the staff what their ‘Xmas Wish’ was – and the best one would come true! Our lucky winner’s entry was;
‘My Xmas wish is to have Paul sit and do my job all day while I relax in a health spa’
And lo and behold, it came true! So off toddled Michelle to the Imagine Spa at Knights Hill (for all you Lynn folk) and Paul braced himself for a day taking calls.
9am Monday did not go smoothly with some I.T issues but he soon got into the swing and was well away by 10am – helped by his own personal supervisor of course! Paul managed the entire day and took an impressive 39 calls! And so far we’ve only found the one file that needed a spot of ‘fixing’. Watch this space……
As you can see below he was dressed to impress on the day. It should be pointed out that our staff do not read books through the course of the day – the now heavily pregnant Ellie in the background is actually on her lunch! Ellie needed a bit of R&R after having to sit next to the big boss man all day……..
I think perhaps I’ll give him a grade 3 at his pay review this year. Or perhaps I wont be here anymore, after being sacked for that comment………
A very Fluxy Christmas from Customer Service!
Dec 24th
Here on the customer service department we do like to get involved with fun and games – and what better time to do it than Christmas? So as a big Merry Christmas to all of our clients here are some pics of the customer service staff fully immersed in the festive spirit!
Ho ho ho! 
It’s that quiet on Christmas Eve the girls brought their PJs…………..
Have a happy Christmas from all of us!
Did you get Service with a smile? This is why…
Sep 21st
One of the areas that Adrian Flux have really improved upon in recent years – as noted by the clients surveyed by Auto Express for their Driver power insurance survey, where Adrian Flux appeared as the most improved insurance provider.
There are may reasons for the improvements, but part of it has to be the great level of engagement from our staff.
Crazed purple cow enthusiast and queen of the service floor, Jenny, is always looking for ways to make our customer service team even happier, and so she runs a variety of competitions with prizes for the winners, and free fun for all who take part.
Two of the recent competitions have been a poetry competition and an art competition. As the standard of entries was so high, we thought that the winners deserved a wider audience.
First up the poetry competiton, where the challenge was to write an ode to Bruce. (Bruce is Jenny’s pet purple cow).
Here’s a pic of Jenny and Bruce, so you get the idea:
So onto the winning poem by claims guru Simon “Toopy” Toop – don’t read it if you’re easily offended:
Bruce is strong, Bruce is fit
Bruce likes reading the newspaper while having a sh*t.
Bruce is muscular, Bruce is toned
Bruce is 100% testosteroned.Bruce is strong, Bruce is tough
Bruce likes his women dirty and rough.Bruce is purple, Bruce is bad
Bruce likes his cows to be totally mad.Bruce is unique, Bruce is a stud
Bruce likes wrestling in the mud.Bruce is smart, Bruce is cool
Bruce gives it from behind like a mule!!
Meanwhile Keely penned a poem so profound that even Carl “Can’t we have Flux MILFs?” Pickett doesn’t understand its ultimate depths of meaning (and he’s a Pink Floyd fan!):
Bruce is the grass.
He feeds us with his wisdom of claims and service knowledge.Bruce is water.
He replenishes our withering dedication to Flux.Bruce is the sun.
He shines on our ambitions through pay reviews.Hail Bruce, leader of the service floor.
Onto the picture competition. For this the challenge was to draw the best representation of one or more of the service floor supervisors.
The winner this time was Keely, with her picture of Jenny with John “Ken Adams” Bray, Emma, Jon, Sonya and Nicky astride Bruce.
Runner-up was Charmain with her pics of John, Jon and Sonya.
And in third place was Claire, with her portrait of Jon Davey riding bruceback.
So congratulations to the winners, who walk away with a small prize and a triumphant smile on their faces. And if you need to ring for customer service, and the person you speak to sounds in a particularly good mood, you’ll know why.
If, however, they sound a bit down, please bear in mind that the person before you may have unleashed a torrent of unwarranted abuse at them and given them a hard time for trying to do their job to the best of their abilities.