To celebrate National Customer Service week, we spoke to our Chief Executive to find out what he thinks is the secret to Customer service success…
Q. What does great customer service look like to you?
A. For me it’s being able to give the customer what they want in the way that suits them. Our service is centred around people and a personal delivery of service whether that be over the phone or in branch. I think it’s also about going the extra mile every day. Just the other day a customer wrote in to say how pleasantly surprised she was to be greeted at the door by one of our Customer Representatives which is a great example of how we demonstrate our traditional values across all of our branches.
Q. What’s the best customer service you’ve ever received? Why?
For me, I value the consistency in delivery by a brand. If you’re ever in America, take a visit to a Publix supermarket- it’s a great customer experience!
Q. What’s your favourite customer service brand?
I really like the approach that John Lewis have with their service, it’s personal, modern and there is a great culture of service between the employees and the customer…. The Christmas Adverts are always a good talking point too!
Q. How do you make sure that the customer is central to the Marsden in all you do?
Many organisations make a big play in saying that they do. At the Marsden, it’s the basis of all our values as such an integral part of our business to ensure our customers are considered across all areas. I’m really proud to say that all of our staff are very passionate about delivering great customer service, they genuinely want to help and support our customers in any way possible. In addition to that, we do try to constantly challenge our thinking around customers, what they want and how we can deliver that to make sure we stay relevant in our service delivery.
Q. If you had not chosen this career path, what else would you have liked to do?
A. It would have probably been farming or estate management…
Q Who is your all-time hero, and why?
A. Nemo…for being bold, adventurous and for never giving up!