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Aldermore Head of Customer Service speaks about the bank’s commitment to its customers

POSTED: 11th October 2012
IN: General
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Last week, Aldermore celebrated National Customer Service Week, reinforcing our commitment to offer personal and tailored products to our customers. Hayley Rackstraw, Head of Customer Service and Collections, spoke to the Aldermore blog about the company's activities surrounding the week, including 'Go See Day', a day where staff were encouraged to visit or phone colleagues, rather than send email.

Below, Hayley comments on the initiatives carried out for Customer Service Week. 

Hayley Rackstraw, Customer Services and Collections Manager, on Aldermore's involvement in National Customer Service Week


She says:

"I think Customer Service Week certainly raised the profile for the team internally. Where it was extended, we tried to engage those from other departments as well as our end users; our customers.

"We encouraged our customer services team to ask customers on the phone whether they'd be interested in taking part in a satisfaction survey, which asked them a number of questions around the experiences the company had with us and whether they'd recommend us as well. That enabled us to get a good understanding of what we do well and also what we do not so well;  and what we need to improve on."

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