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A day in the life - Sally Lawrance

Mira Inspired
Tuesday 15th November 2016

Last year we launched our successful Day in the Life series hearing from different members of our team, from Managing Director Liz Hazeldene, to our Industrial Design Director, Simon Browning. The next Mira associate in the hot seat is Customer Services Manager, Sally Lawrance. Find out what it's really like working as the voice of our business.

I have worked at Mira Showers for… an enjoyable 14 years. I spent the first 12 years of my time here within the marketing team focusing on product development, moving to the Customer Services team 18 months ago for a new and exciting challenge!

What does Customer Service look like at Mira... The Customer Services team work with the general public, they also look after Installers, Specifiers, New Build Customers and Councils, so you can guarantee that no day is the same for the team.

My typical day… is so varied. I look after the office based Customer Service teams which consist of the contact centre, planning and support teams. Our contact centre handle 18,000 calls and 5,500 emails every month. One minute we can be talking to a consumer offering pre-sales advice, diagnosing a problem, or booking a service visit; the next we could be providing technical assistance to an installer or contractor. 

The planning team plot the daily routes of our 55 Service Technicians so that we can offer appointments for our customers at the same time of contacting us.

I seem to spend a lot of my time in various meetings, but my biggest priority at the moment is working closely with the senior management team to drive our offering forward. We have huge plans over the next five years and we want to ensure that we are delivering the best possible customer experience so that they want to return to us.

My favourite part of my job… is the personal development of each member of my team. I am passionate that each member of our 56 person team excels in their position every day and I see training as so much more than formal classroom training. We have a full time training manager in the team who is responsible for getting new starters live on the phones with customers, as well as product training. 

We have recently launched a new training centre dedicated to our Customer Services team in both the field and office, so we can give the best possible teaching at our head office site in Cheltenham. This fantastic new state of the art facility provides live training across all of the Mira products, as well as tap and group mixer training for the Rada products.

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The most challenging aspect of my job… is the constant changes in the way in which people communicate. Facebook and Twitter are rapidly increasing as a means for our customers or installers to contact us, so we are always looking at how we can best provide a service to handle these enquiries.

The hardest questions… are the ones we can’t solve. This is usually due to poor installation or the wrong choice of shower in the first place. My team are fantastic advocates of the brand and will support and help a customer in any way they can, but sometimes there’s nothing more we can do. On these occasions, what’s most important is that the customer knows that we’ve tried our best.

And finally, what are your top tips for a great customer service? Find out exactly what the customer wants, listen and find the best resolution. Sometimes the best customer service isn’t giving people what they want, but helping them understand what they need.

Stay tuned to see which Mira associate is next in line for a Day in the Life of feature.