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We would love to hear your feedback about what you think of our Customer Services,

and how we can change and improve to better meet your needs. You can call us on

0300 123 6000

or email

enquiries@emhhomes.org.uk

At emh homes we want to make sure we provide you

with the very best customer service at all times.

YOUR FEEDBACK MATTERS…

Recently, we have been

looking at how we can

change and improve what

we do to help meet the needs

of all our customers.

Early in October we celebrated

National Customer Service

Week

, encouraging members

of staff from different

departments to visit our

Customer Services team to

learn more about the service

they provide and how they can

support them to help you,

our customers.

We talked about what

excellent customer service

means to us. Here are some

of the answers:

e

Attentive and responsive

e

Professional and friendly

e

Honesty and patience

e

Being treated as an individual

e

Solution focused

e

Service with a smile

e

Caring and understanding

Several of our residents also

visited the Customer Service

Centre in order to help us

learn more about where we

can do better.

One of the key things we are

working on is increasing

training for our Customer

Services team to help them

resolve your queries the

first time you call, so you

don’t have to call back again

about the same issue.

Where that is not possible,

we want to make sure we are

resolving the query as quickly

and efficiently as possible.

Providing

top notch

customer service

5

NEWS