At Minster Law we strive to provide the best customer service possible and are always looking to improve.
We participated in National Customer Service Week, a week-long opportunity to raise awareness of customer service and celebrate the best examples in the business.
We hosted a number of activities to share customer insight and skills and how to nurture these in the business. The week began with a vulnerable client masterclass and internal jargon busters.
A back to the floor initiative on Thursday saw senior leaders spend the day as case handlers looking after our customers’ cases. Speaking of the event manager Marc Massey said “It was great to roll my sleeves up and get back on the phones delivering great customer service alongside the department”.
Good customer service is the willingness to take negative feedback onboard and do something meaningful with it to improve, which is why we finished the week off with a complaints masterclass with hints and tips on how to handle customer complaints effectively.
The week also gave us another excuse to celebrate our customer service heroes who go above and beyond to get the best outcomes for our customers. Customer testimonials of the day saw colleagues; Jenna Hogan, Luke Howard, Saeed Iqbal, Aneshia Bostan and Razwan Hussain recognised for the great feedback they received. Whilst a “People’s Choice” awards gave our leadership team the opportunity to nominate and vote for their customer service hero. This concluded with our CEO, Shirley Woolham, surprising colleagues Thomas Palmer and David Sears with an award and prize.