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12 Oct 2020
Alliance Healthcare marks National Customer Service Week with a new membership at the Institute of Customer Service as it commenced a week-long internal engagement event for its 5,500 colleagues.
Commencing on Monday 05 October and through the week, Alliance Healthcare has held a number of internal educational activities in parallel to the daily themes set out by the National Institute of Customer Service, to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. Daily themes this year include: customer insight, capability and skills, recognition, leadership, and trust, ethics and sustainability.
Through the week, the Customer Service Team enjoyed a series of games and prizes, both at the National Call Centre in South Normanton, and across its virtual office. The UK‟s leading pharmaceutical wholesaler kicked off its week-long event with a video broadcast from Julian Mount, Managing Director, Alliance Healthcare, who said: “Customer service is so important to everything we are doing at Alliance Healthcare, as demonstrated by our devoted customer service through the Covid-19 pandemic. We stood shoulder to shoulder with community pharmacy and my team remained available on the phones, email and through our customer Portal (myahportal) and its online ChatBot; whenever required we were there to support the NHS and our customers during these difficult times, and demonstrated the best in class customer service when it mattered.”
In recognition of the value of customer service, Alliance Healthcare is now a member of the Institute of Customer Service - an organisation that exists to improve business performance by improving the customer experience. Vicki Martin, Head of Customer Service, Alliance Healthcare said: “We are so proud of our membership that our Customer Service Advisors now have new e-signatures with the institute's logo, highlighting its strapline: „Service with Respect.‟ This is yet another great step in our continued commitment to develop our customer service and support community pharmacy.”
As part of its daily communications, colleagues enjoyed a series of “catch up with a colleague over a cuppa” features, learning about the different roles and personnel from across the Customer Service team. In recognition of Thursday‟s theme – leadership, the Customer Service Management Teams took part in a “back to the floor”, completing tasks that would normally be carried out by their colleagues. On Friday 09 October, John Pignone, Sales Director gave his personal thanks and appreciation to the team for all its support to community pharmacy and the NHS.
Fikret Ozer, Head of Supply Chain, Astellas
“As our sole agency partner, AHDL play an important role in delivering the most fundamental corporate objective of Astellas, which is ensuring the safe and continuous supply of our life-saving medicines to the UK patients. The CS organisation is at the forefront of delivering this objective as they are the interface between our customers and us. The ongoing support and collaboration between AHDL CS teams and Astellas leads to not only a much more efficient and accurate delivery of the services provided, but also a much more customer-centric approach in capturing and handling the requirements of our customers. This produces better, quicker and more efficient outcomes for those collective customers and ultimately serves the needs of the patients."
Colin Frost, Head of UK Trade, Pfizer
“One of the fundamental factors, which has contributed to both the longevity and success of DTP, is the close working relationship between the Pfizer Customer Contact Centre and the Alliance Healthcare Customer Service team. The role of the teams are clearly defined, integrated and highly collaborative, which exemplifies the Pfizer – Alliance partnership and ensures an exemplary customer service to our shared healthcare customers and patients.”