Putting People First: How engagement drives outstanding customer service

As part of National Customer Service Week, and to mark today’s theme of Employee Engagement, we sat down with Georgina Whitham, Customer Experience and Marketing Specialist for the whole of Fulcrum Group, to explore how engaged employees help deliver exceptional service every day.

How does Fulcrum Group ensure that new employees understand the importance of customer experience from day one?

Across our Group, we believe the best customer experiences start with engaged people. That’s why every new starter completes a dedicated induction focused on what great customer service looks like in practice. We also introduce our responsiveness rules early on so everyone understands the value of clear, timely communication and this sets expectations and gives colleagues confidence from the very beginning. By embedding customer experience into our culture from day one, we make it part of who we are, not just what we do.

What initiatives help keep employees motivated and engaged in delivering excellent service?

Recognition plays a huge part.

We’ve launched both internal and external Customer Experience Star of the Month awards, where colleagues can nominate one another. Each winner receives a £100 voucher, but it’s the appreciation that really matters. Celebrating those who go the extra mile reinforces our shared commitment to service excellence and reminds everyone how much their efforts are valued.

What impact has this increased focus on engagement and recognition had on Fulcrum Group’s service delivery?

The results speak for themselves.

The customer journey is now more consistent and responsiveness to customer queries has improved, which benefits both customers and colleagues. Most importantly, our team feel empowered to take ownership of the customer experience – and that confidence shows in every interaction.

When people feel engaged and recognised, they bring their best selves to work. That energy translates directly into the service our customers receive.