Inspiring stories to celebrate Customer Service Week
What a fantastic way to round off Customer Service Week!
We have been celebrating our Customer Service Team at Trent & Dove, raising awareness of the vital role they play and how their work influences services across the whole organisation.
Throughout the week, we explored how our behaviours, values and customer standards come to life through our commitment to listening, learning and improving.
We heard inspiring stories from three Customer Service colleagues, showcasing how they put our values into practice and use customer interactions to help shape and improve our services. Read a summary of each story below.
Stephanie O'Brien
Problem: A customer was experiencing a difficult period and needed additional support to help them manage their wellbeing, finances and tenancy.
Outcome: By identifying the wider support the customer needed and working with colleagues across Income and Tenancy Sustainment, Stephanie helped connect him with appropriate services and practical assistance. As a result, the customer came away feeling more positive, better supported and aware of the help available to him.
Scarlett Morris
Problem: A customer needed an urgent adaptation to their home to support their health and independence, and was seeking reassurance about the progress of their request.
Outcome: By working closely with the Surveying team, Scarlett was able to quickly secure a resolution, provide clear communication and give the customer confidence that the support they needed was in place. The collaborative approach delivered a positive outcome for the customer and demonstrated the benefits of teams working together to meet customer needs.
Rebecca Thandi
Problem: A customer wanted reassurance and clear information about an issue affecting their neighbourhood, and their feedback highlighted an opportunity to improve communication with residents.
Outcome: By taking ownership of the enquiry and working collaboratively across teams, Rebecca was able to provide the customer with the information and reassurance they needed. The customer's feedback was then shared with colleagues and helped shape improvements to future resident communications, creating a better experience for customers and strengthening trust in the service.
