THE BOSS FACTOR by Richard Boston

Author:Richard Boston [Richard Boston]
Language: eng
Format: epub
ISBN: 9780992944551
Published: 2017-10-12T04:00:00+00:00

Responsibility on the front line at HomeServe60

An elderly ex-customer called long after her insurance policy had expired to say her boiler was broken. She’d paid for 10 years without claiming but her husband had died and she’d had to cut costs. The employee who took her call took her case to the company’s daily CustomerFirst forum, which is open to all staff and was created to empower people to discuss ways of helping customers in unusual circumstances and challenging the way the business does things. As a result of the call handler bringing the case to the forum, the customer’s boiler was fixed free of charge.

A visiting plumber saved the life of a long-term customer who had collapsed at home, using skills he’d learned as a volunteer lifeguard. He then asked for the same training to be offered to all engineers so they could help if they ever found themselves in a similar situation. The company agreed that it was “the right thing to do”. HomeServe has since trained a thousand of its directly employed engineers in basic life-saving skills, and continues to offer this training to all new recruits.

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