The legend of the Holy Grail is one of the most enduring of our time. With knights and kings

dedicating their lives to fulfilling the ultimate quest, a quest that still remains a mystery. 

In 2015 the Nobility may have forgotten about the Grail but the Customer Management Network

certainly hasn’t!

That is why we sought help from Customer Service King’s and Queens to find out if there is such a thing as the Customer Service Holy Grail, and if so what it

looks like! And this is what they said!

Find out what the Holy Grail of Customer Service means to:

Adam Rowse, MD Relationship Banking

Neil Blagden, Director of Customer Experience & Operations

Jack Upton, Director of Training, Education & Customer Services

Fiona Veitch, Director of Global Contact Centres, Jumeirah

Nick Crossland, Director of Customer Services

Any time, Any place, Anywhere“Are we doing everything our customers expect of us and going that step further? For example, in terms of a loan, how can we make that loan instant, and find out how customers want to make repayments?

We still have multiple pieces of the puzzle to go, but we are pulling the pieces apart to ensure the right solutions are in front of the right

customer at the right time. In terms of how we get ahead of the customer and their expectations.. we still have a long way to go.”

Adam Rowse MD Relationship Banking

Click here to access the full interview with Adam

Culture, Commitment, Consistency“A culture that everybody believes in. We ensure that everyone feels

they belong. Ours is an empowerment culture”

Fiona Veitch, Director of Global Contact Centres

Click here to access the full interview with Fiona

Basics, Culture, Empowerment“The realisation that you’re not going to be the best at what you do. Therefore, identify where you need to be better. Every customer has key points, whether positive or negative, about brand processes etc.

The holy grail is getting a consistent, basic hygiene level of good customer service, doing things when you say you’ll do them. Then, picking key points of any journey where you want to invest that will

provide a greater return - whether it be revenue based or a reduction in complaints. Focus on the basics, pick the points where you want to

win.”

Neil Blagden, Director of Customer Experience & Operations

Click here to access the full interview with Neil

Purpose, Measures, Method“Having the mind set of pursuing perfection. The service that

companies are delivering is better, but customers are getting more demanding too. Our mind set is to keep moving forward.

We will do it right, if it goes wrong, we will put it right as quickly as possible”

Nick Crossland, Director of Customer Services

Click here to access the full interview with Nick

People, People, People“We strive to be great, we do our best across every restaurant. So, the holy grail is for customers to simply enjoy their time with us.

Making it really simple, easy and enjoyable for customers as often as we can.”

Jack Upton, Director of Training, Education & Customer Services

Click here to access the full interview with Jack