Celebrating National Customer Service Week

It’s an annual event, organised by the Institute of Customer Service, designed to recognise and promote the importance of customer service in business. It highlights the essential role customer service plays in a company’s success and acknowledges the effort of customer service professionals across industries.

The customer service teams we work with in the Anglian Water Billing Call Centres are crucial to the Value Added Service activity we undertake to raise customer awareness of Plumbing & Drainage cover arranged by HomeServe, so we want to take a moment to recognise the work they do and say thank you. Their work is particularly vital in an industry where quick responses and accurate information can significantly impact customer trust and the smooth running of essential services.

One of the themes of the week is ‘service with respect’, a service attitude that is essential for delivering a high standard of service to our customers. We asked some of the team we work what service with respect means to them:

Service with respect to me means I treat all customers the same. They could be a CEO or a cleaner, I believe each and everyone deserves equal treatment. This also is the same when offering value added services including HomeServe. I class it as being disrespectful not offering this because we should not simply assume that someone doesn’t want the cover or can afford repairs on their water supply”. - Andrew

I've been with the business for a short period of time and in that time, the meaning of service with respect to me is taking the time to listen to my customers, building trust and ensuring my customer feels heard and valued. - Abbey

To me, service with respect means supporting and acknowledging the dignity and worth of our customers, by treating them with kindness, consideration, and professionalism. This reflects the heart of Anglian Water's commitment to love every drop. - Summer

Customers may not always remember your name from the call, but they will remember the extra help you offered them that they didn’t expect. - Jan

We expect that every customer who contacts us experiences excellent, respectful service. That’s why Anglian Water regularly send out surveys to our customers to gauge how satisfied customers are with the level of service. For the period July to September, the customer satisfaction level for the AW Billing Call centres was 94.07%. They also achieved the same score for April-June, meaning their satisfaction levels have been 94.07% for the last 6 months!

Satisfaction statistics are an important gauge of how well we are serving our customers. But the value of our teams lies in more than just stats. National Customer Service week is a wonderful opportunity to reflect on the vital role they play and the value they bring to our business. The dedication and professionalism they demonstrate everyday ensures our customers feel supported and respected. So, join us as we celebrate their hard work and dedication. Here's to continuing to build trust and deliver exceptional service together!