5 minutes with… Customer Service

This month, we caught up with Julie Wright, who manages the Customer Service team here at Dimensions, to talk about what has been the highlight of her time here so far, what changes are taking place and a little more about the fantastic Star of the Month programme…

How long have you been working at Dimensions?

15 months.

What has been the highlight of your time here so far?

Attending the Contact Centre Management Association Awards last year. We didn’t win, but it was great to be shortlisted as finalists in two categories, especially as it was the first time that we had entered for our Customer Service department. It was brilliant to see that our Customer Service offering is very much ‘up there’ with the big names… Including some of our own clients!

Which part of your job do you enjoy the most?

I enjoy the development of my people and helping them to help their customers in the very best way they can.

Have you seen a change in the ways which customers engage with the Customer Service team in recent years?

Yes, more customers now order online, meaning that we deal less with placing the order and more with any queries the customer may have.

Are there any important changes that you are anticipating in the next few years?

We are introducing a better way of managing phone and email traffic in the next few months, which will help us deliver a quicker service to customers. Detail, our new customer focused website has now launched and is currently being rolled out across our customers. Also, the future of Customer Service ‘Contact Centres’ like ourselves is changing in exciting new ways… The industry is very much about embracing new technologies that are coming down the line.

Last year, we wrote a blog post about Customer Service’s ‘Star of the Month’ programme. Can you sum up what it is in a sentence?

I introduced Star of the Month when I first joined Dimensions. It is our way of recognising and rewarding where someone has gone over and above what we would normally expect of them.

Do you have a favourite Star of the Month story?

I am very proud of each and every winner that we have had, but my absolute favourite was Carol. Carol was speaking to a customer about the difficulties that they were having in returning an item. The customer was located in a place that Carol was visiting that weekend on a mini-break, so she offered to visit the customer personally, collect the item and bring it back to work on the Monday and process the exchange. It was a well-deserved win!

What do you think differentiates Dimensions’ Customer Service team from others?

We are a cohesive team. Everyone is willing to help each other out, for the benefit of the customer.

What does a typical day look like for you?

There is no typical day! That’s what I love about my role, every day is different and brings its own challenges, as some accounts will be busy with a roll out of their new uniform, while at that same time other accounts may be quieter.