NATWEST staff switched places with their business clients as part of National Customer Service Week. The scheme allowed staff to see first hand how other businesses cared for their customers and in return, NatWest’s regional director for corporate banking said that clients had been able to find out how the bank maintained its high standards of service.
‘We wanted to try to see ourselves through our customers’ eyes,’ said Ken Bradley.
‘It has been an excellent learning opportunity for everyone, so much so that we have already been approached by other clients wanting to take part and we are now looking at ways to incorporate the business-swap scheme into our regular customer service package so that everyone has the opportunity to take part.
‘Business swapping is an innovative way of keeping ahead and we have been able to gain unique insights into how we can enhance the services we currently offer.’
Business development manager Jason Le Ray saw how Trouteaud Opticians cared for customers and relationship director Scott Philpott got a taste of life behind the scenes at The Farmhouse Restaurant.
In exchange, Farmhouse managing director Dave Nussbaumer and Trouteaud optometrist Suzanne Dimayo and managing director Tony Cowen were given a tour of their NatWest branch.
Mr Cowen said that it had been an interesting experience.
‘We have always had a good working relationship with NatWest but it is great to see their efforts at being even more open and customer-friendly,’ he said.
‘Our visit was a real eye-opener. So much more goes on behind the scenes than you realise.’
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