Thursday’s theme for National Customer Service Week is “Leadership” and about sharing information about customer service from a manager’s perspective; how our teams have been working and most importantly, offering reassurance to our wonderful customers that your award-winning service is continuing to work as usual to our high standard. For today’s theme, our UK Manager of DAC Services, Julie, has written a blog to offer some further insight on customer services during these challenging times. Enjoy!

During these difficult times we are very thankful to our fantastic customer service and warehouse teams who have continued to give 100% dedication to ensure your essential stoma and continence supplies are delivered.  We are very proud to have an amazing team!  In order to help us help you, we must keep our teams safe; we have introduced home/office working rotation to allow our customer service teams to work safely and consistently regardless of where they are sat. 

We have supported home working with additional IT equipment and supply PPE to all staff and close relations.  We have put in place extensive on site measures to promote social distancing and reduce risk to staff including safety screens between desks.  We have also introduced new facial recognition clock in machines which identify our teams temperature when on site.

Our teams continue to give support to others and spend as much time as needed to offer additional assistance to those isolating or those just needing a friendly chat.  I have the honour to manage a wonderful bunch who really do go above and beyond and love to help.  As the landscape continues to change and new restrictions are placed upon us the Respond team will pull together and continue to give you excellent customer service.  They work hard to maintain your expectations of a first class After Care and Delivery service and take pride every day to maintain this service regardless of any changes.

Our wonderful team have adapted extraordinary to the new ‘norm’ of working with credit given to them and their families.  We are truly thankful to have such a wonderful bunch!

Working alongside our wonderful Respond Nurses and your own NHS Health Care providers you can be rest assured the Respond team will continue to have your care as their main priority and working together with you, we won’t let you down!


We hope you have enjoyed our latest blog post and found it insightful to how we have been supporting our amazing customer service team during these challenging times. Don’t forget you can catch up on all our posts this National Customer Service Week by checking out our social media pages linked below!

 For more information on our award-winning service, click here or give us a call! If you would like to learn more about our #BeTheChange campaign or get involved click here.

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