Commercial Credit Stream at CCR-interactive

2. Ian Williams Limited….
 Privately owned property services and
maintenance company
 Maintain a significant property portfolio
on behalf of both public and private clients
 Major / minor repairs and improvements
 400,000 homes, 1,000 schools,300 public
corporate buildings
 Prisons, hospitals and hotels

3.  URBAN MYTH
 NOUN
 a humorous or horrific story or piece of
information circulated as though true,
especially one purporting to involve someone
vaguely related or known to the teller
 Oxford Dictionary

5. Urban Myth 2

6. Urban Myth 3

7. Urban Myths 4

8.  ‘In 2015, as customer expectations continue
to rise, organisations that deliver poor service
will lose existing customers, struggle to
acquire new customers and experience a
negative impact on their financial
performance’
 ICS Customer Service Trends, 2015

9. Key Trends for 2015:
 Lack of customer focus hits brands and performance
 Customers’ expectations of convenience and speed will rise
 Customers expect co-creation
 Service agility is critical to success
 Collaboration delivers benefits for organisations and customers
 Personalisation: people make the difference
 Service rises up the business agenda
 ICS Customer Service Trends, 2015:

10. Ultimate Customer Service…

11. As the old phrase goes you never get a
second chance to make a first impression and
your customer service delivery has to be as
good as it possibly can be from the first
contact through to resolution

12. In whatever profession or business an
individual works, that person would like
to believe…..
- they give high quality service
- work in an organisation that also gives
high quality
Urban Myth…..one that is True…

13. The How….
 Evaluate: where are you …..where do you want to go
 Technology is King…your teams deal with communication from
many sources
 Standardised approach in all areas of communication:
telephone, written, social media and face to face
 Consistent training is critical
 Reviews / Mentoring / Own the Problem!
 Assertiveness Training
 Processes to ensure the team Succeed!
 Benchmark your Performance with Clients: Internal / External

14. Credit: Customer Service
 Ensure that our client requirements
and expectations are met for
Invoicing / Payment / Queries
 Build relationships: key to the
success of the company
 Ensure that when our clients have
additional business that they want
to come to Ian Williams Limited!!

15. Ian Williams: Customer Service
 Long term partnerships extending
through to 2033
 No Leverage
 Customer Service: Order to Cash is
critical to getting paid
 IT solutions: customer specific
 Budgetary compliance for our
Partners / Clients
 Support our Business Operations
Teams

16.  43% increase in turnover over 2 years
 Continuous improvement in Cash position
 Continuous development of the teams, skill sets
and IT systems
 Always looking at new Innovation

17.  Complaints come in many forms and with recent
advancements in technology they also come
through a wide and varied number of different
channels
 The concept of 'Total Quality Management' - get
it right first time, on time, every time is a delightful
goal, however, almost impossible to achieve. This
is because ...THINGS GO WRONG. Every
complaint is an opportunity to learn and to
improve your service". .

19. Any Questions?