In response to some invaluable feedback provided by its customers, First Choice Group has transformed its sales and service structure. The transformation is designed to further strengthen the relationships between First Choice and its customers.
The implementation of new focused teams will drive customer satisfaction to even greater levels – providing more detailed product knowledge and a speedier response to all enquiries. This could potentially be enhanced by a planned automated, active enquiry system. If implemented, this system would further boost the efficiency of internal communications.
Clare Romeo, head of customer service, said: “We wanted to put the emphasis more on getting to know our customers better, each and every one of them, and give them more time.
“It has been a big scale project but one that allows us to be more flexible with the service we can deliver. The main motivation was finding a way to improve the service our customers receive.”
To facilitate this change all First Choice Group employees received specialist customer focussed training, delivered by Clare, who has a background in managing structural change.
“I have been here 6 months, understanding the business and how to identify and implement change,” she said.
“Everyone has worked really hard to embrace this change and the staff are committed to making First Choice Group even better than it was before. I’m very proud of them all.”