Thames Water Customer Service achieves TrainingMark

29th Apr 2015

The Retail Training team have made a great start to the New Year by being awarded accreditation from The Institute of Customer Service for their contact centre induction program.

The Retail Training team have made a great start to the New Year by being awarded accreditation from The Institute of Customer Service for their contact centre induction program. Our front line agents have such an incredibly important role to play in interacting with our customers and so the team decided to look at how the learning experience of new starters might impact this relationship.

They have developed an enhanced induction for all new contact agents joining the business, in either billing or operations, which engages those new starters with the customer experience from day one. This is where they begin their understanding of the journey that our customers experience when they contact us.

Their aim was to improve the capability of new colleagues with a programme that is interactive and engaging from the start and ultimately will lead to a highly skilled and motivated team of front line agents. They strongly believe that this motivation to do the right thing for our customers will contribute to further improvements in customer satisfaction, better performance and customers who can trust us to do the right thing.

It seems they’re not the only ones who think this new induction will have a positive impact on our customers. Jo Causon, chief executive from the Institute of Customer Service commented: “To achieve the Institute’s TrainingMark accreditation Thames Water have demonstrated that its customer service training programme meets Institute accreditation requirements, confirming its commitment to training. The independent recognition gained from TrainingMark gives employees confidence in their organisation’s development programmes and support for their career.”

The award was presented to Training Manager Chris Williams, and Trainers Clare Fisher and Bianca Bond on 11 February by Sue Hopson from ICS (pictured). Chris Williams said, “With customers being at the heart of our business and relying on the essential service we provide in their daily life, it is important that new colleagues to our business engage with this relationship from day one.

“Gaining accreditation from The Institute of Customer Service supports that we are doing the right thing and recognises our effort to ensure the development of colleagues’ skills and knowledge is fundamental to excellent customer service.”

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