Recap of National Customer Service Week

Last week, we celebrated National Customer Service Week, a dedicated time to raise awareness of the importance of customer service across Nexus and recognise the vital role our customer-facing departments play. All departments involved in customer interactions were encouraged to participate and highlight their invaluable contributions as customer service professionals.

Day 1: Customer Service Awareness

On Monday, we hosted a business-wide Slack channel event, kicking off the week with a ‘fastest finger first’ quiz, inspired by the spirit of the summer Olympics. The quiz focused on customer experience, and by the end of the day, the team with the most points—our Credit Control Team—claimed victory. A team gift was sent as a reward for their efforts.

Throughout the week, we also encouraged all customer-facing teams to share as much customer feedback as possible, whether it came from customer meetings, written or verbal feedback, or manager and peer nominations for exceptional service. These contributions were collected in preparation for our Customer Champion Awards on Friday.

Day 2: Cross-Departmental Job Swaps

Tuesday marked the start of cross-departmental job swaps, where staff had the chance to experience different roles and gain a better understanding of how their own work impacts the customer journey across Nexus. The overwhelming response meant that scheduling these swaps extended into the following week, showcasing the enthusiasm and willingness of our employees to participate.

The day also saw the continuation of feedback collection, with everyone encouraged to send their examples. We also announced that the Credit Control Team had won the Customer Service Quiz, with a well-deserved reward headed their way.

Day 3: Getting the Board Involved

On Wednesday, we took it up a notch by inviting our Executive and Management Board Members to return to the frontline of customer service. Several managers and department leaders spent time with various teams, from handling IT tickets to engaging with Driver Services and the Contact Centre. Their involvement helped provide valuable feedback and generate new improvement ideas.

Surveys were sent out to those who participated in job swaps, allowing us to gather insights on their experience and capture suggestions for future enhancements. The job swaps continued throughout the day, with more Exec and Management Teams visiting customer-facing teams to support and understand the crucial work they do.

Looking Ahead

National Customer Service Week was a fantastic opportunity to celebrate our teams and foster a deeper understanding of customer service within Nexus. Thank you to everyone who participated and contributed to the success of the week. Your involvement has provided valuable feedback and strengthened our commitment to delivering excellent customer service.

We look forward to seeing the ideas and insights generated during this week implemented in the near future!