b'GROUP VALUESGroup Values Birthdays Congratulations to all our workforce, who recently celebrated their birthdays. We wish you a very happy birthday and hope you have a wonderful time celebrating your recent milestone.Safety Customer Environment Integrity Excellence TeamworkFocusedWe are committed to delivering industry leading customer service. We treat our customers with respect and honesty, through a professional and timely service.Message from Mark Hopkins, HR General Manager and CSAT Customer Ambassador for the Kelly Openreach team.Your most unhappy customers are your greatest source of learningBill Gates, Microsoft. What is the definition of a customer? A customer is a person or business that purchase goods or services.Who is a customer? All of us. Within our everyday life, we all purchase products and services from other people or businesses and use our personal experiences to determine how satisfied we are with customer service.Those individuals who experience bad service are likely to share their experience with 15 or more people, while those customers who receive a good experience are likely to tell and average of 9 people. In todays world of delivering customer service, most of our clients utilise third party customer brand engagement services to sample their customer experience and understand how our engineers represent their brand, whilst delivering their products and services. These surveys are sent to customers by these third-party companies, who ultimately want the customers to determine the quality of our service with the final question How likely would you be to recommend us to your friends and family? as the benchmark of their experience. Its not only common practice within the telecommunications industry, but customers who purchase a new car, phone or household appliances will often receive these types of surveys as well.Our Kelly Group training department have updated their training syllabus to reflect on the importance of delivering excellent customer service. Its essential that our workforce who operate in a service delivery industry, continue to look for ways to improve our customers experience. In order to maintain our industry relationships, we all need to strive to deliver the best level of service possible showing empathy and understanding for our customers. Kelly Group has consistently delivered customer service performance KPIs for our clients over the past 38 years. We all need to maintain this level of deliverance, in consideration of customers who are looking for exceptional service.Our challenge is to ensure that, when we are asked to deliver the service or product by client, we deliver it in the best possible way, always ensuring our customers are at term successful relationships with existing and future clients. the forefront of everything we do. By doing this at every opportunity we can maintain our individual and brand reputation within our industry, while maintaining long-Long Serving ColleaguesCongratulations to all our long-serving colleagues, who recently reached a momentous milestone within their Kelly Group career!4 .The Networker Spring 2023'