{"id":15525,"date":"2016-10-31T16:03:26","date_gmt":"2016-10-31T16:03:26","guid":{"rendered":"https:\/\/rayner.com\/ca\/blog\/customer-service-its-not-just-a-department-its-a-company-attitude\/"},"modified":"2021-12-03T16:08:29","modified_gmt":"2021-12-03T16:08:29","slug":"customer-service-its-not-just-a-department-its-a-company-attitude","status":"publish","type":"post","link":"https:\/\/rayner.com\/ca\/customer-service-its-not-just-a-department-its-a-company-attitude\/","title":{"rendered":"\u201cCustomer Service: It\u2019s not just a department, its a company attitude\u201d"},"content":{"rendered":"<p>To mark the recent Annual National Customer Service Week Event, our passionate Customer Service Manager, Sue Wheatley, brought this idea to life through immersing Rayner staff across various areas of the business in the Rayner Customer Experience.<\/p>\n<p>Employees were given the opportunity to shadow a member of the nine strong international Customer Service team for an afternoon. This provided an ideal setting to foster internal feedback whilst also getting staff in non-customer-facing departments to think about\u00a0<em>their own<\/em>\u00a0role in a customer\u2019s journey with Rayner.<\/p>\n<p><strong>Here is what our customer service team has achieved since the 2015 National Customer Service Week:<\/strong><\/p>\n<ul>\n<li>A reduction in the amount of\u00a0orders getting frozen in the system;<\/li>\n<li>Improvements in order tracking;<\/li>\n<li>Processes are now in place so that Customer Accounts will always contain the core details from every interaction, making for more informed and smoother conversations, no matter which team member you reach;<\/li>\n<li>Response time for refunds has been accelerated;<\/li>\n<li>A dedicated Returns team has been set up instead of having this responsibility spread across the team.<\/li>\n<\/ul>\n<p>Although Rayner operates in a B2B environment, it is the mission of our Customer Service team to have a B2C mindset, because a business customer\u2019s decisions are guided by emotions too. Therefore every interaction should not only be efficient, but pleasant as well.<\/p>\n<p><strong>We aim for customer loyalty<\/strong><br \/>\nLike all business operations, there is always scope to improve our customer service activities. Please feel free to email <a href=\"mailto:iol_enquiries@rayner.com\">iol_enquiries@rayner.com<\/a> if you have suggestions as to how we can continue to improve your Rayner experience.<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-3646\" src=\"https:\/\/rayner.com\/wp-content\/uploads\/sites\/6\/2016\/10\/agie_and_daniel_sized_cropped.jpg\" alt=\"\" width=\"400\" height=\"301\" \/>Regulatory Team Member\u00a0Agnieszka Drzewiecka spends an afternoon working with Customer Services<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3645 size-full\" src=\"https:\/\/rayner.com\/wp-content\/uploads\/sites\/6\/2016\/10\/alan_sized_light.jpg\" alt=\"\" width=\"400\" height=\"299\" \/>Alan Hemmant,\u00a0Legal Advisor at Rayner, is shown the new and improved processes that have been implemented<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3644 size-full\" src=\"https:\/\/rayner.com\/wp-content\/uploads\/sites\/6\/2016\/10\/julie_sizedcropped.jpg\" alt=\"\" width=\"400\" height=\"299\" \/> \u00a0Julie Sinclair &#8212; our friendly receptionist and first point of contact when people visit The Ridley Innovation Centre &#8212; discusses service processes, tips and tricks with Ryan Hodges<\/p>\n","protected":false},"excerpt":{"rendered":"<p><span>To mark the recent Annual National Customer Service Week Event, Rayner&nbsp;<span>Employees were given the opportunity to shadow a member of the 9-strong international Customer Service team for an afternoon. This provided an ideal setting&#8230;<\/p>\n","protected":false},"author":6,"featured_media":14240,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[942,946,944],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u201cCustomer Service: It\u2019s not just a department, its a company attitude\u201d - Rayner : Canada<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/rayner.com\/ca\/customer-service-its-not-just-a-department-its-a-company-attitude\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u201cCustomer Service: It\u2019s not just a department, its a company attitude\u201d - Rayner : Canada\" \/>\n<meta property=\"og:description\" content=\"To mark the recent Annual National Customer Service Week Event, Rayner&nbsp;Employees were given the opportunity to shadow a member of the 9-strong international Customer Service team for an afternoon. 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