What customer service means to me

National Customer Service Week is a week-long celebration of the vital role customer service plays in business success.

Delivering excellent customer service forms part of the promise we make to our customers of service, sustainability and savings and in recognition of this we spoke to some of our customer services employees about their roles and why they love working at water2business.

Jenni - customer service advisor

I deal with telephone queries from our customers which could be anything from discussing payment arrangements and assisting a customer who has concerns about their water consumption to opening or closing an account. I also deal with any online queries that are raised through online customer accounts and assist the customer relations team. water2business is a friendly place to work and they believe in empowering me and my team members and help me to be the best I can be.

I believe that customer service should be important to all businesses as how you interact with customers can leave a lasting impression and affect the way they view your brand. I often have customers comment on how promptly we answer the phone and that we're all so polite. I do recall a time where a customer rang up purely to say thank you to me and the team for helping her with a problem. We arranged to get a water leak repaired and get water back on at her trough, which she and her animals were grateful for as it happened during a heat wave.

I also remember a customer who had a confirmed leak on their property and was given a wastewater notice by their wholesaler. Their plumbers had been unable to locate the leak, so we arranged for a 'find and fix' team to attend to locate the leak and resolve the issue. The customer was really happy with how promptly we were able to attend and fix the problem.

We have brilliant training courses to help us improve our service and make calls memorable. The one-to-one coaching is also a great way to pick up hints and tips, as well as listening to your peers. There is also a forum for sharing best practice which is great for picking up ideas on how we can individually improve the service that we provide to our customers.

The office is a fun and friendly place, in the past we've done fancy dress for charity as well as organising events, like charity mastermind. There's a real sense of community and everyone wants to help each other to grow. Our health and well-being team come up with some great events and competitions to get involved with, some which have great health benefits as well as prizes. It's like having an extended family.