Last week we announced we are joining an exciting new initiative. S&G Response are joining the Institute of Customer Service (ICS)!
We look forward to joining the ICS. The Institute of Customer Service is the UK’s independent, professional body for customer service. The Institute helps organisations improve business performance through excellent customer service aligned to their business goals. It is the leading voice championing customer service – enabling members to improve their customer experience and financial performance. We wanted to tell you a little bit more about the institute, what it means for us, and our goals for the future.
Why is customer service important to S&G?
Customer service is the critical service we provide at S&G Response. It embodies our purpose; “To enter a customer’s life briefly but leave a positive impact that lasts a lifetime”.
It encompasses our Values, our Principles and our Culture. It is our differentiator.
A car is usually the 1st or 2nd largest commodity expense a person will have. As a result of that item being damaged, whether by yourself or by someone else, will cause distress. The latest study by British researchers suggests that at least one-third of all people involved in non-fatal accidents have post-traumatic stress disorder, persistent anxiety, depression, and phobias one year after the incident.
It is our responsibility and purpose to manage distressed customers through this difficult and emotional process and put them back into the position they were in prior to the accident as effectively as possible.
What is The Institute of Customer Service (ICS)?
The ICS is the professional body for customer service. Their main purpose is to lead customer service performance and professionalism across the UK.
In essence, the Institute is an exclusive club of 299 like-minded businesses, who are passionate about, and want to make a statement about, customer service. Members are across all industries and sectors which will help provide a diverse view and measurement.
Why are we joining ICS?
We have already mentioned the importance of customer service as our core offering and purpose. It underpins what we are about and what makes us successful.
There are many additional reasons for joining the Institute.
This is a clear statement of intent to S&G clients and staff about the culture we are developing and how excellent customer service underpins all we want to achieve.
We are an ambitious, inquisitive and ever evolving business. Having access to research and insight on trends, predictions and changing patterns around working practices and customer service from a diverse and knowledgeable view, will help to guide our decision-making process and focus.
We are also excited by the networking opportunities and chance to discuss these topics we are passionate about with a broad and like-minded group of companies and executives. We have a thirst for knowledge and are always open to sharing positive experiences and initiatives.
We will be able to tangibly report on our customer service quality and the importance we place on customer service. As part of the membership we will receive a true test and benchmark of our customer service and those of our supply chain partners against some of the best customer service providers in the country both within the Insurance sector and across all sectors.
All of this will lead towards increased job satisfaction for our staff. There is nothing better than knowing you have done a good job and that you have helped somebody.
We are already starting from a strong position and this will help us make some changes and tweaks to make the process easier and more successful, taking us to the next level.
What is the goal?
The goal is to become an accredited member by achieving the ServiceMark. This is a national standard recognising an organisation’s achievement in customer service.
We also aspire to have won an award for customer service by 2024.