WE THINK CUSTOMER FIRST — HOW WE’RE CELEBRATING NATIONAL CUSTOMER SERVICE WEEK
2024-10-07 10:57:59.0
At BNP Paribas Personal Finance UK, we think customer 1st which means that delivering excellent customer service is at the forefront of everything we do.
That’s why we’re incredibly proud to have recently secured a five-star rating on Trustpilot and to have reached one million customers on our Creation app!
This week is National Customer Service Week and to celebrate, we’re taking a moment to reflect on the role customer service has played in the success of our business and just how integral the customer journey is in our operations.
We sat down with our Chief Operating Officer, Penny Clarke, to find out how we can continue to raise the bar in delivering excellent customer service and how we’ll be celebrating National Customer Service Week over the coming days.
What role does customer service play in the overall strategy of the business?
Penny joined BNP Paribas Personal Finance UK back in August last year with a mission to transform our customer journey, which has since culminated in an operations strategy that is helping us deliver a service that’s simple, straightforward, and efficient.
Penny explained: “Customer service is central to everything we do. It’s not just one part of the business — it’s fundamental to our success in all areas, from risk assessment to app development. Every interaction must be easy and positive, leaving a lasting impression.”
How has the Creation App helped to transform the customer journey?
Creation is our consumer-facing app that enables our customers to manage their finances — anywhere, anytime.
“The Creation app has been integral in introducing a simple method of self-service to our customer journey. With over one million users, it offers flexibility and convenience, allowing customers to get help when and how they prefer.
“Rather than phoning our customer support team, our customers can take control of their finances by using the app and then, if needed, they can seamlessly transition to speaking with an agent, ensuring that their problem is resolved as efficiently as possible.”
What initiatives have contributed to us earning a five-star rating on Trustpilot?
Reflecting on this journey to five stars, Penny commented: “Our five-star rating on Trustpilot is the result of a company-wide effort to deliver the best possible service for our customers, with a huge focus on consistency across all customer touchpoints.
“A key part of this is our continuous improvement system which prioritises collecting and acting upon customer feedback. Through a range of initiatives, such as focus groups and customer listening loops, we can quickly identify and address any friction points for customers.
“We’ve also revamped our recruitment and onboarding process, as well as our internal training modules, to focus on empowering our colleagues from their very first day with the business to think customer first and delivering the high-quality service that we are known for.”
What are you most excited about for National Customer Service Week?
“We have lots of exciting activities planned across both our Belfast and Solihull sites. It’s a business-wide celebration and importantly, it’s not just limited to our customer support teams.
“We’ll be hosting a range of fun, informative sessions throughout the week, which includes putting our executive team’s customer service knowledge to the test, having on-site visits to our partners and blending interactive games with training sessions.
“It’s all about getting colleagues involved and showcasing how every person’s actions impact our wider customer journey, so we can all start thinking customer first and considering our customers at every touchpoint in the business.”
We think customer 1st
As we move forward as a business, we remain firm in our commitment to enhancing our customer experience at every level. National Customer Service Week provides the perfect opportunity to celebrate our colleagues and their dedication to our customers, as well as to renew our collective focus on putting our customers first.
Read more about our latest innovations and updates here