By Daniel Parry
In a land far far away… ok well not that far away, Birmingham to be precise, a company called Glide has a dream. This dream is to ensure that Glide always strives to provide better levels of service to their customers. Glide have looked high and low for inspiration and realised that the answer could be found in the magical kingdom of Disney.
You may not know, but Disney is recognised worldwide for its excellent customer service. Glide aspires to have world class customer service and with that in mind we’ve undertaken a business transformation and improvement programme code-named Project Disney.
We’re all about keeping life simple and we want you to find your experiences with us effortless and where possible enjoyable!
We’re confident that this is not just some Micky Mouse project. We are already undertaking huge transformational changes, which hopefully you will see translating into our improved levels of customer service.
We’ve undertaken specific work to understand the key reasons why customers contact us. Using this information we have developed specific training to ensure that we can deal with more of your queries first time in a single contact. Whilst we love talking to you we hope that this means you spend less time on the phone to us and more time doing something more enjoyable.
We’ve also launched The Glide Academy, this is our internal training and development programme. Using this mechanism we are ensuring that all of our people are continually developed to be the best they possibly can be. This includes all new starters being put through their paces on an intensive boot camp when they join. We want them to be as ready as they can be from the first day they start talking to you.
We’re also really keen to hear your feedback, only by listening to our customers can we understand what more we need to do to excel. With that in mind we’ve launched a system that captures feedback after all customer interactions. We are also undertaking internal call quality monitoring so that we can pro-actively identify if we are meeting our own high standards. There are also many other improvements that we are undertaking to ensure that the quality and consistency of all your interactions remains high.
We’ve said it before and we will say it again, our aim is to keep our customers lives simple. We hope that all our efforts translate into an improved customer experience. Watch this space as Glide continues to grow from strength to strength!
