There's no 'I' in team

I do so hate it when someone pompously recites this at me. Of course there isn’t an ‘I’ in team…not unless your spelling is really awful. It’s blindingly obvious and, what’s more, I could probably have told you that when I was six. So, dreadful morale building sayings aside, this one's for the team. They have lots of news and I have hogged the limelight for long enough.

After everyone came back down to earth with a bump (no more holidays, all the children back to school and the weather on the turn) the winter stoppages were released and, along with them, came the realisation that Christmas will be here sooner than we think.

What’s normal?

We hear so many calls each day that we could be forgiven for separating them into two categories, ‘normal’ and ‘unusual’. So, imagine our delight when what we thought might be a ‘normal’ call from a gentleman renewing his boat licence turned into a very interesting story about the history of canals. He had been boating since 1957 when he paid £12.00 for his very first licence. He has seen so many changes to the network throughout the years and spoke very positively about our work…so much so that as soon as he found out how to become a volunteer, he did just that. What an extraordinary gentleman.

Always the bridesmaid, never the bride

OK, that’s maybe a little dramatic, seeing as it’s only the first time we’ve ever entered ourselves for an industry award. But we were so excited to be shortlisted for the European Call Centre and Customer Service Awards in their ‘Best Improvement Strategy’ category.  Sadly it wasn’t to be on the night but not actually winning the award didn’t taint our excitement at having been shortlisted.

We know from our statistics and research that there has been a vast improvement in the service we provide. Though, what really matters to us is what we hear when we speak to you on the telephone or what’s written in email correspondence and all this tells us that we’re definitely on the right track. We certainly don’t need an award to prove it.

…and finally

Possibly one of the most unusual phone calls we’ve received for a while was from a customer, who had seen some of our divers working nearby, asking whether we would be able to send one of them into the Leeds & Liverpool Canal for him. He wanted us to retrieve a black bag with some trainers and a photo album which he’d dropped in 1988.  

The image above was sent after we asked for a recent photo of the boat.  In case you can't read it it says: "Dear Trust, sorry I don't have a photo of the boat or own a camera. I hope this will help."


Last date edited: 10 October 2013

About this blog

Sarina Young

Sarina joined us in 2008 as our customer services co-ordinator. Among other things, she manages our national customer service team, complaints procedure and requests for information made to the Trust. She says that the most important thing to her is to be able to go home and feel as though she’s achieved something, however small that might be. Her job is hugely satisfying, widely varied, full of deadlines, immensely interesting, sometimes challenging and no day is ever the same, although some are surprisingly familiar!  

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