Just before Christmas, I had a rather interesting request come through from the Call Centre. One of our customers, Olivia, wanted to know if we could help deliver an extra special Christmas present for her partner, David.
Olivia explained that David is passionate about customer experience, and will pore over YouTube videos to find out more about our operation, then quiz our drivers when the shopping arrives.
She wanted to give him the chance to spend a day in the life of an Ocado driver, and wondered if we could help make this idea a reality. In return, she offered to make a donation to our Charity of the Year, Macmillan Cancer Support.
Well, it’s not something we’ve done before, but I got chatting to a few people in our Service Delivery team and at the Hatfield Customer Fulfillment Centre (aka ‘CFC1’ – our first warehouse), and on Monday, we made it happen…
We provided David with an Ocado uniform and, in the morning, gave him a tour of the CFC, explaining how it all works and how customer experience is at the heart of everything we do. After lunch David went out in the Lemon van with Stephen, one of our experienced trainers, and helped deliver shopping to five customers.
Here’s a snippet of what he had to say afterwards:
I’ll be thinking of everyone each time I answer the door to a CSTM – and you’ll be pleased to know I won’t keep them at the doorstep with any more technical questions or requests for frozen tote temperatures!
A huge thank you to Stephen. He has a great sense that good training and attention to detail will benefit not only himself but also his team, as the CSTMs are the ambassadors
for the company.
I also really appreciated how friendly everyone was: Chris at the depot and all the other managers.
Two nice touches stand out:
- The uniform and finding it at the hotel on Sunday evening – great idea!
- And getting a lift home in an Ocado van – another big thank you to Steve.
Pleased to be of service!
Naomi, PR and Social Media Executive