LHT's super charged customer service!

Illustrating that Liverpool Housing Trust (LHT) continues to deliver the highest standards of customer service, LHT tenants voted for their 'Customer Service Super Heroes' where staff were singled out for awards in categories such as 'going the extra mile' or being a 'team player'.

Celebrating staff who see excellent customer service as ‘all in a day’s work’ was just one approach taken by LHT, part of Vicinity Group, when they signed up to support this year's National Customer Service Week.

Other events aimed at endorsing their commitment to excellent customer care included sending senior managers ‘back to the floor’ to deliver front line services and holding charity events to raise awareness of the key themes of the week. Staff created smoothies and fruit cocktails with names such as a Passion for Excellence and the Can-do Colada and sold them to raise money for their chosen charities.

Senior management shadowed front line services in a variety of roles as participant observers of customer care in action. LHT Managing Director, David Lambert was among those who swapped jobs for the day and inspected bathroom upgrades at LHT’s Florence Court, sheltered housing scheme. He commented: "It is great to take part in National Customer Service Week again this year.

"LHT's service strategies continue to deliver tangible results that are tailored to customer requirements. The commitment to outstanding customer care shown by our staff is evident in the feedback received from tenants and in external recognition such as achieving the Customer Service Excellence standard in 2008 and 2009."

LHT's Customer Service Centre (CSC) also exceeded their excellent track record in customer service by winning Team of the Year in the Annual North West Contact Centre Awards, as well being finalists in two other categories. The CSC has also been shortlisted for the second year running for Contact Centre of the Year in the National Customer Service Awards in 2008 and 2009.