BUSINESS NEWSCustomerservice,by FacebookShell’s Facebook page went live onFebruary 15 this year and it’s proving tobe a great way to share information withthe general public about Shell’s globalactivities. “We achieved two million ‘likes’in just nine months,” says Tom Webster,Global Community Manager. “That’s quitean achievement.”More people are using social media toshare their experiences, and it’s becomeanother way for Shell to keep in touch withits customers. So when an unhappycustomer posts on Facebook, what doesShell do about it?Downstream has been taking a real interestin the way customers are using the page,and what they are posting about theirexperiences. Jeff Green is Global CustomerService Operational Excellence Manager,and he’s Tom’s contact when there’s acustomer service-related comment.“The vast majority of what we see postedon Facebook is customer retail experience,so we go to our Retail colleagues andinvolve them,” he says. “We do try to getback to the customer and let them knowwe’ve seen their post and are trying to dosomething in response.”Jeff explains that people’s Facebookprofiles tend to provide limited informationabout them.“Tom provides us with as much detail aspossible about the person, which typicallywould be name, country and, very rarely,email address,” he says. “Where we can’tget in touch with them outside of Facebook,we’ll always respond with the relevantcustomer service centre details and askthem to telephone or email so we canhandle the complaint properly.”But don’t negative comments affect otherpeople reading the Facebook page?According to Tom, complaints don’t lingeron the page for long as there’s always alot happening, with new posts pushing olderones down in the feed.“All the same, someone making a commentwill be notified when we’ve responded tothem,” says Tom. “We really want to speakand engage properly with the customer,and because the Facebook platform doesn’thave a ‘personal service’ element to it,we’re avoiding having an open dialogueabout a complaint on Facebook itself.”Richard Fairs, Social Media Manager forRetail, adds that the robust processesaround social media customer servicefeedback have been of great benefit.“Social media invites customer comments.We need to embrace that and benefit fromthe real-time insight we get about what ourcustomers think about our products andservices, both good and bad.“Having strong processes in place to enableus to identify and respond quickly tocomments really shows we listen to whatour customers say, and can turn a potentialnegative into a positive.”Want to become a fan of Shell too? If youhave a Facebook account, you’re invitedto explore and ‘like’ Shell’s Facebook pagewww.facebook.com/shellYou can also join SPA's Facebook page atwww.facebook.com/shell.spa.newschanging the way we workMike Sinclair has worked for Shell for over30 years. He joined in New Zealand andhas worked around the world. During thattime, the way we work has changedbeyond recognition. When Mike started,the most sophisticated means ofcommunication was the telex machine.Today he is Vice President, Business ServiceCentres, which employ over 9,000 staff insix centres across the world. Most of usretired before these centres existed. Whatdoes it mean?Originally, services such as IT, Financeand HR were provided locally. Withtoday’s technology, centres in Manilla,Krakow, Malaysia, Cape Town andChennai, provide global services, savingover $1 billion a year. Mike, based inLondon, has just one member of staff atthe same location.Mike is passionate about ‘sustainable waysof working’, i.e. retaining the level ofproductivity while being able to balanceall aspects of life. It is possible to developworking relationships without having tomeet physically, reducing the need forexpensive, exhausting travel and spendingtime away from one’s family. There is nowthe technology to work from home, if thatis what staff want; the only reason to comeinto the office is for the opportunity tointeract. Today’s open-plan offices are aworld away from the silent corridors of old,with closed doors. There has also been achange in management style, away fromthe attitude of “If I can’t see you, you can’tbe working”. Policies are being introducedto allow flexible working, and there is no‘one size fits all’; some members of stafffind it too difficult to work at home withoutinterruption, or do not have a space wherethey can work. It helps, according to Mike,to have a planned schedule, which includeshome, work and family, and – moreimportantly – to stick to it.SPA welcomes your response to theseinnovations. Do you think it is a good idea?Are there drawbacks? How does it comparewith your working life? We will compile afollow-up in a future issue of SPA News.10 | SPA NEWS
BENEVOLENCETINA’S NEWSby Tina GilchristState BenefitsBenefits rules change to help people with cancer:More people suffering from cancer will get the unconditionalhelp they need under new proposals published by the DWP.The changes will mean that hundreds more people a yearwho are awaiting, receiving, or recovering from any form ofchemotherapy or radiotherapy for cancer will be placed inthe Support Group for Employment and Support Allowance(ESA), where they will get the long-term support they needwhile unable to work, whereas before they may have beenplaced in the Work Related Activity Group (WRAG) wherethey would be expected to make efforts to return to work.The simpler process will mean all types of cancer treatment areseen as having the potential to be equally as debilitating, ratherthan the current rules which distinguish between different formsof treatment.Winter Fuel Payment: Forms are now available to claimthe 2012 Winter Fuel Payment. You must be born on or before5 July 1951 to qualify. Those over 80 must have been bornon or before 23 September 1932. If you are claiming for thefirst time, you must be living in Great Britain or NorthernIreland in the week of 17-23 September 2012. Once youhave received your first payment you can continue to receiveit if you move anywhere in the European Economic Area orSwitzerland. If you are claiming for the first time and havenot received the forms by January 2013, call: the claimline 0845 915 15 15; Textphone: 0845 601 5613; fromoutside the UK: +44 191 218 7777. Lines are open Mondayto Friday 8.30 am to 4.30 pm. You should receive £200 perhousehold, or £300 if someone is over 80. If you have alreadyclaimed and received the winter fuel payment, you needn’tdo anything, payment will be automatic.Warm Home Discount: For winter 2012-13, pensionersreceiving the guarantee element of Pension Credit shouldreceive an automatic deduction from their fuel bills of £130.Payments should be made by March 2013. You qualify forthe discount if on 21 July 2012 your supplier was part ofthe scheme, your name (or your partner’s) was on the bill,and you were either:• 80 or over and getting the Guarantee Credit element ofPension Credit• Under 80 and only getting the Guarantee Credit element ofPension Credit –you won’t qualify if you also get Saving Credit.The following suppliers are part of the scheme: Atlantic,British Gas, EDF Energy, E.ON, Equipower (Ebico), Equigas(Ebico), Manweb, M&S Energy, npower, Sainsbury’s Energy,Scottish Gas, Scottish Hydro, Scottish Power, Southern Electric,SSE, SWALEC, Utility Warehouse.If you don’t qualify some suppliers offer the discount tovulnerable people (e.g. those on a low income). Each supplierhas their own rules.How to claim: If eligible, you’ll get a letter telling you oneof the following: either you don’t have to apply for the discount– you’ll get it automatically; or you must apply for the discountby 13 March 2013. The letter will tell you how.If your letter doesn’t arrive by February 2013 contact TheWarm Home Discount Scheme Helpline: 0845 603 9439,lines open: Monday to Friday, 8am to 6pm.Directgov website: In October 2012, GOV.UKreplaced Directgov and Business Link websites. This websiteshould, in future, be the best place to find governmentservices and information. GOV.UK has been designed tomake it simpler, clearer, and faster for you to get whatyou need from the government.TaxationFiling Tax Returns: A reminder for the 2011/2012tax year – if you file an online return, HMRC must receiveit by 31 January 2013 or the taxpayer will be liablefor a penalty.SPA NEWS | 11
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