Meet Respond’s Customer Experience Manager, Garry!
To celebrate National Customer Service Week, we sat down with Garry to find out more about being a Customer Experience Manager for Respond Healthcare.
Here’s what he told us…
How long have you been working for Respond?
I have been working for our Company since 2010 and I am so proud to say I was there at the very beginning, in 2015, when Respond was incorporated.
What does your role involve?
I am responsible for ensuring a consistently high level of Customer Service across all of our Customer Care teams. I help train staff and liaise with Health Care Professionals, the NHS, our Customer Care Staff and Customers to make sure we offer the best service possible.
What does great customer service mean to you?
Great customer service, for me, is not just to do what the customer asks. It’s about finding out as much as you can about a customer’s need or request, and then providing an even better solution than they would have thought about themselves.
Can you share a customer service story you’re proud of?
There are a couple of stories that spring to mind. One winter we had very heavy snowfall and one of our customers had run low on their supplies and needed a delivery from us. No couriers were working that day, however one of my colleagues in our IT department had a four-wheel drive car. He drove to our warehouse (where another colleague had walked a mile in the snow to go and open up), collected the supplies and drove to the customer’s house. He stopped on the way, however, to call the customer to let him know he would be arriving soon and also asked whether the customer needed any supplies from the local supermarket. We delivered the stoma supplies, together with a bottle of milk and a loaf of bread and the customer was over the moon with the service he received.
Another time, a customer who lived in Brighton was on her way to Portsmouth to go on a cruise. She arrived at the dock and realised she had left her stoma supplies at home and the ship would be departing in 4 hours, so she did not have time to return home. She called us up and asked if there was anything we could to do help. I had her prescription items in stock and put together a delivery for her, using a same-day courier that got to the dock and met the customer with the delivery just in time. The customer was so thrilled that she was able to go on her cruise. Without the delivery she would have had to have returned home and she was ever so grateful.
What makes Respond’s customer service different to anyone else?
There are so many things that make Respond different, but mainly it’s the dedication and caring attitude of our staff. We receive so many amazing comments about our service and we always share this feedback with everyone in the Team. I remember in October one year we had an email from a customer thanking us for our service. They also included a picture of themselves and their family dressed up in Hallowe’en costumes to say thank-you. This really hit home for me how much our customers appreciate the personal relationship they have with Respond. I don’t know about you, but I’ve never had the inclination to dress up as a pumpkin and send it to someone to say thank you for the service I had received. It really tells a wonderful story of the personal relationship that our customers have with us and that Respond really does make a difference to our customer’s lives.
Why should someone use Respond for their prescription orders?
As an NHS patient you are free to choose where you have your prescription dispensed from. At Respond we consider it a privilege if someone chooses to us to dispense and deliver their prescription orders. Since we specialise in stoma and continence products, we really understand the importance of delivering a fantastic service to our customers and making sure they do not run out of the important products they need. If you haven’t used Respond before, you can choose to have your next prescription dispensed by us. Just give us a try. It’s really easy to do, call us on 0800 220 300, or in Northern Ireland 0800 028 6848, and our Customer Services Team will be happy to help.
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.