02 December 2013
Telereal Trillium today celebrated the first anniversary of its ‘Five Pillars of Customer Service’ programme.
The customer service scheme was developed to enhance our customer service to the Department for Work and Pensions, one of our largest clients, and establish common behavioural standards across both our business and our service partner staff.
The Five Pillars – behaviours, delivery, one team, responsibility and communication – reflect the behaviours and customer service approach we aspire to deliver to our building occupants.
As part of the programme, 300 members of our facilities management staff along with 6,000 service partner staff completed training to learn more about the ethos and standards of the Five Pillars and how these translate into action.
A recognition scheme was also developed and to date 963 bronze, 61 silver and five gold badges have been awarded to people who have demonstrated positive behaviours in their daily work.
Commenting on the anniversary, Steve Castle, Managing Director FM Services said: “I would like to pass on my thanks to everybody who has supported and contributed to the Customer Service Pillars scheme and for making it extremely successful in its first year. The results have demonstrated improvements in both service delivery and collaborative working and we will continue to work together to ensure this is sustained.”