Putting our customers at the heart of everything we do.

Institute of Customer Service Awards

At Derby Direct, we want our staff to be able to provide you with the highest levels of customer service. To achieve this we are investing in our staff and supporting them with taking an Institute of Customer Service Award. The award is designed to help staff look at the service they provide and to work towards improving their skills. Take a look at the comments from staff members who have taken an ICS award:

• “As I have worked through the award, I have identified my strengths and development areas. Achieving the award has helped me to appreciate all the different factors that go into providing good customer service and how I can influence it.” - Julie, May 2007.

• “I found the ICS award very useful as I didn't realise how much customer service skills I already had.  Also it made me aware of further ways in which I could improve my customer service skills and I learnt to be able to converse with my colleagues and customers.” - Michelle, July 2007.

• “I found that completing and ICS award has improved my customer service delivery, I am now more aware of my actions and how I can personally help meet customer's expectations.  I have gone on to become an ICS coach to pass on my knowledge to help others complete an award.” - Ashley, August 2007.

Coaching within Derby Direct

For our staff to be able to provide you with a good service, they need to be knowledgeable, confident and have excellent customer service skills. To achieve this we have worked to develop a coaching culture within Derby Direct.

Coaching allows staff to recognise and develop their own strengths and abilities and pass on their expertise to others. We use coaching as support to our staff and to help them identify ways to improve. The continuous development of our staff means they are constantly refreshing their skills and improving their service to you.