National Customer Service Week 2016
Our customers are always front of mind, and National Customer Service Week, which took place at the start of October, gave us an extra opportunity to showcase our focus.
Across the week we took the time to look at our customers’ priorities, identify areas where we can collaborate and improve our service even more, and celebrated our achievements to date.
Speaking to customers, one of their biggest challenges was identified as cash flow. From the feedback, we heard how we are helping to free up and improve their cash flow and release the capital they need for the expansion of their business.
It was great to listen to our customers’ stories about how we have helped them to grow their businesses. We heard about dealers who started out with £30,000 of NextGear Capital stock funding who have grown with us and now have funding plans of £500,000, as well as dealers going live with a Stocking Plan just two days after applying!
We always endeavour to serve every one of our customers in the best way, and over 90% of those we asked during National Customer Service Week said they had a perfect first time experience and many told us that we listened to them and responded to them in order to resolve any issues quickly, effectively and professionally.
Although it is vital our teams understand our customers externally it is also important to recognise our own internal customer service. To promote this, we ran a week long inter-team pool tournament which was won by our Customer Service team after a close final with HR, as well as an extremely competitive bake off where Louise Morford was crowned NextGear Capital’s Star Baker 2016 by our head judge and Mary Berry stand in, Pam Halliday, Sales and Marketing Director.
As the week drew to a close all employees were given the opportunity to vote for their own customer service heroes. These weren’t just for our customer service team representatives but for those who represented our core customer service competencies which include communication, empathy, accountability and knowledge.The votes were tight but there could only be 3 winners on the day so...
Operational Team Customer Service Hero - Gareth Hughes
Support Team Customer Service Hero - Ian Dunne
Sales Team Customer Service Hero - Matt King
Overall we are proud to be a trusted business partner to automotive dealers in the UK and Ireland, with relationships built on our great teams and the fantastic customer service they provide.