Nationwide Platforms enhances customer relations with localised service.
- Local hire desk teams reinstated in 30 depots nationwide.
- 1700 hours of customer service training provided to over 70 staff.
- New hires and internal promotions boost local depot teams.
- Customer research indicates preference for localised service.
Nationwide Platforms is on a mission to improve customer relations by reinstating local hire desk teams across its 30 depots in the country. This strategy, developed in response to customer feedback, aims to personalise the customer service experience, allowing interaction choices and tailoring services to meet specific local needs.
In a bid to strengthen customer relations further, Nationwide has committed to extensive training for its customer-facing staff. Over 70 employees have undergone approximately 1,700 hours of customer service training, with each staff member participating in six bespoke training modules delivered through over 300 learning sessions.
To support this localised service approach, Nationwide Platforms has appointed new recruits and internally promoted staff to bolster its hire desk teams, particularly in the London area. This move ensures a consistent and familiar customer service experience, fostering close relationships with customers and addressing their needs effectively and quickly.
Research conducted by Nationwide highlights a clear preference among customers for localised interactions, reinforcing the decision to enhance local services. Despite maintaining a centralised structure, this strategy empowers depots to develop stronger ties with their customers.
Paul Rankin, Chief Executive of Nationwide Access, emphasised the importance of this initiative by stating that the focus is on being more dedicated to local customer service. He stressed the reassurance customers feel when interacting with familiar local staff, thus ensuring prompt resolution of queries and issues.
Through strategic localised enhancements, Nationwide Platforms shows a steadfast commitment to improving customer service and relationship building.
