In this episode of “The Voice of Customer Experience”, we meet Kate Birtles, Customer Service Director at Biffa.
Kate takes us inside the world of waste management and tell us what great customer experience means to both large and small business customers.
She shares the importance of how all employees have a role to play in delivering great customer experience and the value that proactive communications and engaged employees deliver on a daily basis.
Kate tells us how by developing a model of consistent customer & employees feedback, Biffa is able to address any issues in a timely and effective manner that results in doing the right thing for customers and enhancing the working environment for colleagues.