Back to the floor for managers in National Customer Service Week

02-10-2014 As Customer Service Week gets underway (6 to 10 October), local business Red Funnel is putting in a trio of measures to make sure passengers get the very best service as they travel to and from the Isle of Wight.

From 6-10 October 2014, passengers travelling with Red Funnel will get to meet some of the company’s most senior staff, who are going ‘back to the floor’ to speak to customers and find out about their experiences. The insights they gain will be taken back to the boardroom to help develop future products and services.

Red Funnel has also appointed a new Head of Customer Services, Jiten Desai, in the lead up to Customer Service Week. Jiten has joined the company to help enhance the overall customer experience and manage customer communications.

Rounding off its hat trick of customer-focused initiatives, Red Funnel has become a member of the Institute of Customer Service. Membership to the Institute means the company will have access to customer service training, have the opportunity to gather more customer feedback and be able to measure itself against national standards.

Jo Causon, chief executive at the Institute of Customer Service, said: “I’m delighted to welcome Red Funnel as members of the Institute of Customer Service. Membership of the Institute provides the opportunity to benchmark against other organisations in a range of sectors; opportunities to share with and learn from other members within the extensive network; access to our research and insight; and the opportunity to drive service professionalism, through our customer service qualifications programmes.” 

Murray Carter, Customer Services Director at Red Funnel, said: “National Customer Service Week is a great opportunity to show our customers how passionate we are about delivering exceptional levels of service through fully understanding what our customers really value. We are excited that we have now become members of the Institute of Customer Service and are confident that by working with the Institute we will be able to take our business from good to great. ”

Customer Service Week runs from 6 to 10 October and was created by the Institute of Customer Service as an opportunity to raise awareness of customer service and the vital role it plays in business practice and the growth of the UK economy.