Handle with Care: 5 Minutes with Our Head of Customer Service

Handle with Care: 5 Minutes with Our Head of Customer Service

At the core of ihateironing’s values is our commitment to customer care. Our Head of Customer Service, Helen, explains why we have built the customer service philosophy we operate with. In short, we handle with care.

Our focus on customer service comes from the ihateironing values of integrity, quality and service that Matt originally created. Not only do we care about customers’ clothes, but we also care about them as well.”

— Helen Blockley, Head of Customer Service

What does customer service mean to you?

In a nutshell, it means having someone to speak to if you need to. The #1 thing about ihateironing is that we’re always accessible during business hours from 7am until 8:30pm. The start of customer service is to be available and then it’s about understanding, listening and facilitating what all of our customers want and need.

Why do you do this work?

I am a sociable, people-person. I take great pleasure in other people’s happiness. Dealing with people on a day-to-day basis is rewarding. We can demonstrate that we care and we’re here to help.

What’s the best part of the job?

When I genuinely know I’ve made someone’s life better and easier. If someone has an item of clothing that they desperately need cleaned for an event and it’s causing them stress or difficulty, and we can quickly get that done for them, or people who are incredibly busy and don’t have time to do this themselves…we’re giving people back their time.

And the most challenging part?

The hardest part is when we let people down. We have strong policies and procedures in place to offer a quality service from start to finish. But we’re human and mistakes happen, and that’s the hardest part…when one of our high standards has been lowered. However, while it’s difficult to hear negative feedback, we welcome it. If something hasn’t gone perfectly, we want to know about it so we can get it right the next time.

What’s the one thing you can’t live without at work?

Tea. An insane amount of tea.

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