We know that it’s those warm conversations between our colleagues and customers that are the secret to providing great service and ultimately, it’s what drives many customers to return year after year.
The key for any business right now is to really listen to its customers, remaining empathetic and flexible is vital. At BGL, recognising and celebrating colleagues who live and breathe our values and behaviours, to secure the best outcomes for our customers, is integral to our culture.
Sometimes all that it takes is a simple thank you, but when more is required, we have a range of ways to consistently recognise outstanding customer service – from ‘Instants’, which can be awarded by anyone within the business and provides an immediate thank you with a free coffee, meal or voucher for example, to our own bi-annual awards programme, with nominations linked to the Group’s values, highlighting how colleagues have gone above and beyond.
There are so many shining examples of great customer service right across the Group, from our customer-facing roles to our compliance and data teams. This focus on delivering for our customers is also ingrained within the BGL culture, running through everything we do.
Here are just a few of the many plaudits we have received this year about our colleagues putting our customers first:
“Given the difficult times we’re in, I received outstanding service. I’m a key worker now, helping to deliver goods to the vulnerable, so needed to change my insurance policy to business class. Huge praise to Martin and the team.”
“Because of the coronavirus, I had to contact you via the chatroom. Your rep was very patient with me (I am 80) even after I pressed a wrong button and lost it all, so another rep then helped out too.”
“Can I just say a big thank you Dave. I was really upset when I came through because I’ve been going through a hard time and Dave was excellent with me. He was calm, told me what he was going to do next and helped me so much. You don’t get this level of service in many places.”
Steve Woodford, Chief Technology Officer, on the Business Technology team: “I witnessed my team put in place an entirely new telephony system in less than two weeks to ensure our customers could be serviced and all our colleagues able to safely work from home. This would previously have been unthinkable. The team was simply determined to ensure that our customers and staff should be cared for during this time and the collective mindset was overwhelmingly one of ‘nothing will get in our way’.”
Allison Quinn, Customer Experience Manager, on Mel Doran, Lending Support team, Sunderland: “What can I say? When it comes to first-class service for our customers, Mel Doran is an advocate, leader and a genuinely caring person who takes the time to really support every customer she interacts with. “Mel truly puts our customers at the forefront of what she does and continually goes above and beyond, pushing the boundaries and ensuring the customer is always her focus.”
Stuart Bowden, Risk & Compliance Director, on the comparethemarket.com Root Cause Analysis Process team: “The RCA process has allowed comparethemarket.com to step back and analyse parts of our journey that weren’t having the best outcomes for our customers, and with excellent collaboration we now have a sustainable process, fully embedded within operations and the rest of the business. “It’s a constantly evolving process, where new elements or different data sources, for example, customer interviews, are being integrated. All of this helps to remove friction and improve the ease with which customers use comparethemarket.com as their go-to place for life admin.”
You can read more from our 2020 Customer Report here.