Claire Church, Director of Service Delivery, Auto Windscreens, shares her views on Effective Service Leadership.
We’ve just had the results from our Institute of Customer Service Business Benchmarking and ServCheck survey. I’m proud we’ve been given a score of 91.4/100 by our customers in the report, compared to the service sector average of 73.4 in the latest UK Customer Satisfaction Index (UKCSI).
Alongside a Net Promoter Score of 70.4 (vs the service sector average of just 9.4 in the UKCSI), this tells me we’re continuing to make a good impression and comes as welcome news during National Customer Service Week.
National Customer Service Week is an opportunity to talk about service in all its forms, and today’s theme is Effective Service Leadership. Effective leadership plays a crucial role in quality management by offering colleagues direction and motivation, and fostering a culture of continuous improvement and innovation.
What is a good experience, anyway? It looks very different to each customer. For one, it may be the ability to book online without speaking to anyone, followed by a quick and efficient chip repair. To another, it may be a friendly conversation with an agent about a cracked windscreen for reassurance and a booking at one of our service centres for a replacement.
For me, the best result is when a customer is willing to recommend a service to others. Our benchmarking report rated us 8.9/10 for customer satisfaction and intention to recommend (compared to the UKCSI service sector average of 7.2/10), which reassures me that we’re doing the right thing.
It also revealed that customers don’t feel they have to make a lot of effort when dealing with us (which was rated at 2.6/10 compared to the UKCSI service sector average of 5.1/10), and that we have a good track record of getting things right the first time (84.4% compared to the UKCSI service sector average of 76.6%).
Effective leadership is admitting that no business is perfect and, on the occasions that things don’t go to plan, it’s about looking, with honesty and integrity, at fixing what’s gone wrong and what we can change to make improvements, both now and in the future.
About the Author
Claire Church is Director of Service Delivery at Auto Windscreens.
Auto Windscreens is a leading UK vehicle glass repair, replacement and ADAS calibration provider, which holds the prestigious ServiceMark accreditation from the Institute of Customer Service. With a focus on technical expertise and customer experience, the company offers a seamless claims process through its 24/7 contact centre, digital channels, growing network of company-owned service centres and a mobile fleet covering the UK. The company head office and dedicated contact centre is based in Chesterfield, UK.
