Top tips for maintaining great service in challenging times

31st Mar 2020

Due to the COVID-19 crisis, many traditional ways of working are no longer viable. A new normal is being established - and we are all grappling with the challenges and opportunities it presents. We reached out to our network of Vice Presidents - business leaders drawn from across a range of sectors - for their top tips on maintaining great service in these challenging times and with a more disparate workforce. We've included a list of contributors at the bottom of this article. Here's what they said...

The key to being successful is communication - and this is even more important for people who are not used to home working. Not only are we currently asking people to adapt to home working we are also doing it against a backdrop of possibly having children or family at home too in a very uncertain climate.

‍Staff who have never worked from home before are especially vulnerable and may need more support during this time. We are in a situation where we have asked people to change their working practices that they have had for a lifetime and embrace something new, this isn't something that can be up and running and effective on day one! 

Leadership & management


Strategy & planning

Technology & information

Mental health & wellbeing

Safe working practices

Process improvement

Attitude & behaviour

Working productively as a team

Can any good come from this? Perhaps. Think about opportunities

With thanks to our contributors:

John Barnett – Director of Operations at Npower
Ben Bax – Consultant at Bax Consulting
Jeremy Hyams – CEO at Claims Consortium Group
Sian Jones – CEO at Xoserve
Jo Marshall - Executive Director at YPO
Jo Moran – Head of Customer Service at Marks and Spencer
Nigel Purveur – Managing Director of Capita’s Insurance Services Division
David Roberts – Managing Director at Nu-Heat 

We hope these top tips are useful - we’d love to hear your feedback. If you have any questions or would like information about membership, please get in touch: [email protected]

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