19 March 2015
McNicholas are Virgin Media’s largest construction partner in the UK. Our Consumer Technicians form part of the public face of Virgin Media when we connect their customers to the digital world. For McNicholas, working in partnership with Virgin Media to support their Sustainability strategy is an essential contribution to ensuring our collective commitments are taken right into every customer’s home.
Accessibility is an important part of both McNicholas and Virgin Media’s Sustainability strategy and a lot has been done to improve Virgin Media’s offering to their disabled customers. Customers who are disabled have access to many services designed to help them get the most out of the digital world, including braille and audio billing, free directory enquiries and priority repair services.
To deliver these services, Virgin Media trained its employees to provide the red-hot customer service they’re famous for, across call centres, engineers and retail stores.
While the customer is contacted directly by Virgin Media call centre staff regarding these services, McNicholas wished to take the message directly into the customer’s homes by training our technicians through ‘toolbox talks’ and guidance leaflets, empowering our 450 strong team to take the necessary steps to deliver the Virgin Media service promise.
‘Toolbox talks’ are short, interactive sessions between managers and technicians and are one of the techniques we use to outline Virgin Media’s vision, explain the types of needs a disabled customers’may have that might need to be accommodated and which services would be relevant for them.