Our focus and continued investment on delivering the best possible customer experience (CX) sets Interserve apart from our competitors in the facilities management industry.
For us, CX is not perceived as an additional service line but is integral to what we offer and how we do business. It is a value-add service and a core part of our proposition.
Our belief is that while technical advantage and innovation will naturally augment everything that we do, ultimately our success lies with people. The fact is it’s our people who make the real difference and who are responsible for delivering the exceptional service levels that will ensure we stand out from our competitors. It is therefore only by continued investment in our people that we achieve our goals.
To achieve these goals we have concentrated on developing CX Practitioners in Interserve for the last 18 months. These practitioners come from our frontline account teams as well as internal service providers such as IT, HR, and our supply chain. Throughout the business we believe that everyone has a part to play in ensuring we deliver great experiences whether they are customer facing or in the support of those that are.
In November 2018, for the first time we are opening the doors of our CX Practitioner programme to our customers, inviting representatives from our accounts to attend. This is an indication of how passionate we are about delivering great customer experiences. And it demonstrates not only do we invest in our team members but also in our clients. We know once we have developed the skills in both our team and our customers that when they return to their day job we can be assured we are all working from the same premise. Working collaboratively, everyone recognises and understands the process and the reasoning, to implement improvements which will speed things up and enable more fulfilling and successful working relationships. As a result our customers will be more engaged and confident.
Our strength lies in the reality Interserve has a dedicated CX team with the capability to develop and deliver the programme in-house: a team who can take the learnings from this and future workshops to continually evolve the programme. It provides a sound base with practical application for a mixed audience that ensures that all attendees benefit from diversity of knowledge and experience, regardless of who their customer is.