How has the Customer Service team adapted throughout lockdown?
When the country entered lockdown, we needed to understand the potential impact on our customers as quickly as possible and adjust our working practices to accommodate their changing needs. This included adopting new forms of communication to help engage with clients working from home.
We also took the opportunity to consider the long-term effects of coronavirus and refine our internal practices to ensure we’re fully prepared to support customers in the event of a second wave. With the uncertainty that coronavirus has brought to our industry, it’s important for customers to understand the team is here to help, now and always.
How do you think the industry will change as a result of COVID-19?
I believe communication will continue to play a pivotal role in our industry. At DW Windsor, we’re encouraging more face-to-face communication with customers as we recognise the value it adds to a relationship or project. Although video conferencing has become more popular in recent months, when the time is right I think we will see a shift back to meeting in person where possible.
We often refer to the lighting industry as a community, and in times of crisis, communities come together. I believe there will be a desire to get back to how things were as quickly as possible. This pandemic has allowed organisations to review their processes and ways of working and I think many businesses will come back stronger and with their focus very much on the customer.
What is the greatest lesson you have learnt during lockdown?
I’ve learnt just how resilient our staff are. I’ve witnessed everyone working incredibly hard to ensure that we can continue to offer the best service possible. This pandemic has confirmed what I already knew: that DW Windsor is full of exceptional people who really care about what they do.