Quality Improvement Model in CET
Understanding and managing RML’s customer journey is central to the ongoing success of its relationships with customers. Our Customer Experience Team (CET), formed in 2016 to manage external contact from customers and suppliers as well as general enquiries, be it via phone or email, sit at the front line of RML’s day to day customer interactions.
Never happy standing still, a new quality improvement model, designed by Customer Experience Supervisor, Tracy Lappin, working with Andreya Ashwell, Head of Operations, went live at the beginning of April.
This framework was carefully created to further streamline the customer journey and includes coaching systems to help team members improve efficiency.
Using a combination of call recording and monitoring calls and emails for each Customer Experience Executive, the framework gives Tracy a structure within which analysis is evaluated against a quality framework. Teams are empowered to take ownership of their customer contacts and to feel confident that any one of them could be used to demonstrate outstanding customer experience. This brings positive reinforcement for our teams and helps to further build confidence, enriching roles and experience with a ‘yes, never no’ mindset.
From a customer perspective, the new framework provides customers with confidence that their projects are being handled professionally and accurately with consistently high levels of customer service at every step of their experience.
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