The Crown Estate celebrates National Customer Service Week

From the 3rd to the 7th of October, The Crown Estate will be taking part in National Customer Service Week (NCSW) – a week long opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.


03 October 2016

The Crown Estate employees are gearing up to take part in this year’s National Customer Service Week (NCSW) with a range of activities aimed at highlighting the importance of continuing to deliver excellent customer service day in, day out.

By way of introduction, NCSW is a national celebration to raise awareness of the vital role that customer service plays in both establishing and maintaining successful businesses, not forgetting the UK economy as a whole.

For over 15 years, NCSW has been a nationally recognised event, and it’s celebrated by thousands of companies across the country. Each day has a different theme, chosen in order to help organisations review and develop their customer service delivery and are based on some of the key topics which have been highlighted from Institute of Customer Service research.

As a business whose outlook is underpinned by creating value over the long term, attracting and retaining customers is at the heart of The Crown Estate’s approach and is cemented in one of its strategic objectives. By way of delivering on this objective, The Crown Estate has recently unveiled its customer promises that strive to inspire loyalty and drive performance by aligning with customer needs.

Delivering good customer service is central to our business- our customers deserve excellent, consistent service that is in line with what they, quite rightly, expect”

Michelle Laramy, Head of Customer Experience at The Crown Estate

As such, The Crown Estate is celebrating its on-going commitment to excellent customer service and will acknowledge its customer service heroes throughout the week with a variety of customer lead events.

Michelle Laramy, Head of Customer Experience at The Crown Estate said “Delivering good customer service is central to our business - our customers deserve excellent, consistent service that is in line with what they, quite rightly, expect.”

Jo Francis, Head of the Regional Retail Property Management at The Crown Estate said “It’s about placing our customers and the consumers’ needs at the heart of what we do. So we strive to build and sustain lasting customer relationships which emanates from truly understanding their business, treating them with respect and interacting with them in a positive and efficient manner.”

This week is particularly important this year following recent research in the commercial property sector that uncovered that less than one in three occupiers think that the industry understands their business needs well and is sufficiently engaged. In fact, only 57% think that the industry demonstrates an ‘average’ understanding of their needs - signalling an immediate need for renewed focus on what effects good customer service delivery.

To find out more about National Customer Service Week, organised by the National Institute of Customer Service, visit http://www.instituteofcustomerservice.com.