6-10th October is National Customer Service Week – an initiative designed to recognise the 70% of UK workers with a customer service role, and their huge importance to the British economy.
At Newmarket Holidays, staff have welcomed the opportunity to say thank you to our hardworking team with a week of themed events. These have been about having fun, extending our product knowledge, and building relationships between almost 200 company staff.
The national initiative comes at the perfect time, as Newmarket Holidays has adopted an ongoing scheme committing to Customer Service Excellence. We aim to make every week a Customer Service Week.
The week has been a chance for Newmarket’s different departments to work together, exchanging ideas on how to offer the best possible customer service. We’ve also asked our customers what they think. Our call centre team have asked callers to rate their experience, and a survey has been sent to over 500 travel agents to rate our friendliness, speed and efficiency.
Customer Service Week also gives us a chance to thank our customers, who’ve made it possible for us to celebrate 30 successful years. We’re proud to be able to say we have many repeat customers who’ve made us their first choice.
We’ve found that many customers like to deal with the same representative – often over some years – having built up a relationship with a staff member who inspires their confidence. Our ever-popular concert breaks to see Cliff Richard and Andre Rieu are another example of a loyal following, with fans returning for the ease of booking ticket and hotel-inclusive packages. The independent review service Revoo also reports a four-and-a-half star rating (out of five) for customers saying they would book again with Newmarket Holidays.
Customer Service Week has shown us strong approval from many bookers, but we have also committed to constantly improving our service. Much of that will be due to the outstanding efforts of our wonderful staff.