Putting our clients at the HEART of our service
This week (9-15 February), Lyons Davidson is pushing client service to centre stage of our operations. After several weeks of build-up to client care week, all our staff are now familiar with the Lyons Davidson client pledge, which puts clients at the HEART of everything we do.
Lyons Davidson client pledge:
Hearing our clients: Listening to the client and understanding their instructions and aims, ensuring proactive case management, fewer mistakes and higher client satisfaction.
Effective communication: To be courteous, empathetic and helpful, provide expert advice, do what we say we will, work to service standards and keep clients informed.
Awareness: Know your client. Know your field of expertise. Know Lyons Davidson. All departments working together to ensure customer satisfaction. Know where to go for specialist advice, case planning, training needs, technical support (IS). Know where to go for policies and procedures.
Review: Review through effective supervision and performance management, reporting and resolving EOD and complaints, listening and learning from customer feedback.
Tenacity: Demonstrating focused and determined professionalism, acting in the client’ best interests to achieve the best outcome for Lyons Davidson and our clients.
At Lyons Davidson, clients are always central to everything we do. By crystallising our focus into a week of activity that encourages staff to respond creatively to the HEART pledge, we aim to improve and increase our client care even further.
If you have any comments or suggestions about our client care, please do not hesitate to contact us by emailing firstname.lastname@example.org.
Posted on Feb 9th, 2015 by Lyons Davidson