Customer Care - Back to the floor
To make sure the Customer Care Code was more than just fine words, we also devised an exercise called Back to the Floor for managers. This was piloted first in Technical Services over the summer of 2001. Technical was chosen because they are responsible for high profile, high demand services like bins and road repairs.
The exercise aimed to:
- get Managers away from their desks and back on the “shopfloor” to share experiences with their teams .
- invite teams to offer their views of how to improve.
- be more customer-focussed in the way we go about our business.
- develop meaningful standards for customer care.
- identify operational improvements that ultimately improve the customer’s experience.
