CS Week 2016
Monday 03 October 2016 to Thursday 06 October 2016

Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. The British Council celebrated Customer Service Week 2016 from 3 to 6 October 2016 throughout all the offices of the British Council in Dhaka, Chittagong and Sylhet. This year’s theme was ‘Regaining Trust through Service Recovery’, which resonated perfectly with our reopening to the public after two months of office closure. It underscores the value and importance of customer feedback that gives us insight on the areas for further improvements.

The celebration was inaugurated by the mayor of Dhaka North City Corporation Annisul Huq on 3 October 2016. Jim Scarth, Deputy Director, Programmes, British Council and Deep Adhikari, Director Examinations, British Council also attended the inauguration ceremony. As an iconic public sector figure of the country, Annisul Huq spoke about the challenges that are faced in service delivery at the event.

This year a digital approach was taken to the events in order to expand the services to a wide range of customers through online portals. Activities included live streaming sessions on the British Council Bangladesh’s Facebook page which generated 18,797 views and the posts reached 213,829 audiences.The live session covered common mistakes in IELTS writing, studying and living in the UK and IELTS Consultation Program (ICP) and common mistakes in IELTS speaking. Through the session, highest common queries from customers were addressed. It helped raise awareness regarding commonly made mistakes in IELTS examinations and also informed viewers about higher educational opportunities and lifestyle in the UK. The activities were considered a success because customers were able to interact and respond real-time virtually throughout the sessions.

Moreover, the Sylhet office also arranged display boards for walk-in customers to leave their comments and feedback on our services during the week. This helped the British Council understand how performances can be improved to deliver customer satisfaction.

Zunayed Ahmed, Head of Customer Services, British Council, said, “Customer satisfaction is the main focus of all our services. The reason behind the resounding success of British Council’s operations across the globe including Bangladesh is a league of highly competent and motivated employees who dedicate themselves providing top-notch services to our customers. The Customer Service week is an attempt by us to recognise the value of our customers and to appreciate the hard work of our employees.”