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Home > Regional News > East & West Midlands
Fairground boost for RFT
Friday June 20th 2008. Posted: 09:00
An old-fashioned funfair theme, complete with candy floss and roller coasters, is brightening up the atrium area of Lincoln’s customer service centre.
The ride and sideshow-style promotions are all part of the consumer repair site’s right-first-time campaign that’s already achieving success. Right first time site lead Rachel Thomas said: “It’s all about changing perceptions and culture. We’re giving advisors ownership so they can help the customer and, because of that, there’s a very high buy-in. We’re also listening to advisors so, if they tell us something’s broken, we want to fix it. It’s starting to give us better results.” While the fairground’s hook-a-duck and coconut shy stalls highlight good and bad behaviours, other initiatives - such as newsletters and forums - are aimed at improving communications in the centre. There’s also been a focus on passing process breaks to the programmes team, analysing failures, and holding workshops and Kaizen - gradual continuous improvement - events for advisors and coaches to look at what’s working and what’s not. Rachel said: “Right first time is something we’re really passionate about, as is everyone within consumer repair - from Lincoln to Exeter and Bangalore. "It’s something that has to be ongoing for the life of the company now because, while it’s one thing reaching a target, it’s another maintaining it. We have to be number one for customer service.”
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Last updated:
10:55
