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It’s that time of year again! The Institute of Customer Service is holding its annual Customer Service week from Monday 5th to Friday 9th October.

 

This week-long event is designed for businesses to celebrate all things customer service. From highlighting the importance of customer service and celebrating customer service heroes, to exchanging tips and advice on how to deliver the best customer experience, the ICS’s customer service week helps businesses get talking about their customer service, what’s done right and what can be improved.

This year’s theme sees a different topic for each day of the week including insight, capability & skills, recognition, leadership, trust and ethics & sustainability. To celebrate customer service week and get the company involved in the ICS discussions, we decided to look at how Churchill tackles each of these different areas of customer service to ensure the best possible customer experience for all our clients.

 

Insight: Understanding your customer

Understanding your customer and their business is vital to delivering excellent customer service and the perfect security solution. To ensure we understand our customers, we always listen to their unique needs, working directly with them to establish their desired outcomes and to create a security solution that’s right for their business. During these initial discussions, we aim to respond quickly to any and all questions, ensuring our customers feel supported and valued as we establish the perfect security service for them. In this way, we can meet our customers’ needs quickly and efficiently, giving them confidence in our professionalism and competence from the outset.

 

Capability & Skills: Nurturing customer service skills

To ensure our staff can provide the best possible customer service, we provide employee training and regular upskill training. This ensures the same quality of customer service across the entire company and that our customers are properly supported every step of the way. Thanks to our training programmes, we’ve managed to build an experienced and professional customer service team who are passionate about providing the best possible customer experience. This doesn’t stop at the Churchill offices, however. All our on-the-ground officers are professionally trained and hold a full SIA license, ensuring they can deliver an excellent standard of service and comprehensive on-site security.

 

Recognition: Celebrating your customer service wins

At Churchill Security, we love to recognise the achievements of our staff and our customer service wins. When our employees feel appreciated for their hard work and dedication, it motivates them to maintain Churchill’s high levels of customer service and to go above and beyond for our clients. We like to show our appreciation for our customer service stars in a number of different ways, whether that’s something as small as verbal praise or through company-wide initiatives such as our recognition and rewards scheme. One of our favourite forms of appreciation is our customer thank you letters. We’re always keen to celebrate these wins with both our employees and customers, highlighting these positive responses in our blogs and social media posts. In the past, we’ve received letters of praise from mobility supplier Lewis Reed, as well as a certificate of appreciation from the Mayor of Bromley, both of which highlighted Churchill’s excellent customer service.

 

Leadership: Championing customer service in the boardroom

Our dedication to excellent customer service doesn’t stop on the ground. In fact, it goes all the way to the top. Our directors and managers realise the fundamental importance of customer service and the vital contribution it makes to the company as a whole. Back in 2017, Director, John Melling, oversaw a complete overhaul of operations and customer service. After realising the overstretched operational structure was resulting in unsatisfied customers and a poor retention rate, we re-designed our operational service team to ensure our customers always get the best service with the best delivery.  To preserve our high standards, feedback is reported to senior management to look for areas of praise and improvement, as well as new ways to promote high levels of customer service throughout the company.

 

 

Trust, Ethics & Sustainability: Building brand reputation

At Churchill Security, we realise that we’re only as good as our last performance. We also understand that building our brand reputation takes time and can only be achieved by ensuring consistent high standards across the company. This requires a steady dedication from all our employees and a consistent effort to build new relationships and to nurture existing partnerships. This long-term approach has paid off so far, however, resulting in a high customer retention rate and rich customer relationships. Yet there’s more to building a brand reputation than just corporate success; there’s also trust, integrity and virtues to consider. Here at Churchill Security, our virtues of People First, Passion and Humility guide us in everything we do and help us to build a positive and community-minded brand.

 

Are you a business owner or employee looking to get involved with customer service week? Check out the ICS’s website here. You can find activity packs and digital resources to help you kick off your own celebrations!

 

Churchill Security is a leading cross-industry security company supplying professional and comprehensive security solutions to organisations seeking expert Security Guards, CCTV & Event Security, Key Holding & Alarm Response, Mobile Patrols and Thermal Imaging & People Flow.

To find out more about how Churchill Security can protect your business, contact us today.

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John Melling is a Director for Churchill Security Ltd. John is a highly motivated, determined and decisive security industry professional. Drawing on his extensive experience gained within the security industry whilst working on the coalface John has operated at all levels within the industry. He has a proven track record for motivating and leading high performance teams and has helped mentor and develop many people at Churchill who now hold key or senior positions within the business. John is committed to delivering only the finest services, exercising compelling leadership, maintaining good internal morale and striving to resolve any challenges efficiently and effectively.