
Top score for service
It was a long assessment day for our Customer Service teams at Marston’s House and Marston’s Brewery but they smashed it!
It was a long assessment day for our Customer Service teams at Marston’s House and Marston’s Brewery but they smashed it!
But, it was well worth it because the teams were awarded a joint accreditation for Customer Service Excellence for the fourth year in a row. They even received 12 ‘excellent’ scores (one more than last year!).
Helen Lynch, Customer Service Manager – Sales, said: “The assessment tests the areas that are most important to our customers, like delivery, timeliness, professionalism and attitude.
“It was a pretty long day, but we had some brilliant feedback about how the teams have an obvious bond with our customers. The assessor also said how professional our people are – and that it was refreshing to see their dedication to owning each and every customer issue.”
“We’re a really close-knit team and we’re always committed to improving our service standards,” added Anna Thompson, Customer Service Advisor – Taverns & Leased Partners. “This recognition of our hard work is a really great result.”
What’s the team’s secret?
We asked teammates what gives them the award-winning touch. Here’s what our advisors said:
The team’s top tips:
Above all, when you’re dealing with a customer, smile – even if you’re on the phone! You can always tell!