Customer Care "Plus" Award
Matthew Bullock from Norwich and Peterborough, talks about the improved Customer Care "Plus" Award.
Kitchens Etc
Johnstone Unique Recruitment Solution.
One of Norwich & Peterborough's own ambitions is to make a real difference to its customers' lives. Judges for the Customer Care "Plus" Award will be looking for companies with a similarly customer-focused ethos, which underlies everything they do. It's wider than simply customer 'care', or 'satisfaction' and is more about ensuring everything that the company does has the customer at its core.
Norwich & Peterborough's judges will be looking for companies that have developed a strong focus on listening to their customers' feedback and acting on it, while still ensuring that customer satisfaction levels are monitored and kept high.
They will want to see evidence of post sale support to make sure the customer was satisfied and got what they wanted from their purchase and also examples of how companies deal with specific customer care related issues. Each finalist will be asked to provide evidence that shows a high level of customer focus, and that they are actively on the side of their customers - ultimately, that they do more for their customers than other companies in a similar line of business.
2009 Winner
John Lewis Norwich - Robert Hallam, managing director:- "Winning the Customer Care 'Plus' Award is an enormous accolade for the 600 partners at John Lewis Norwich who as co-owners of the business strive hard to give customers a great shopping experience. I know partners will take great pride in knowing their daily efforts have been recognised in such a public, tangible way."2009 Finalists
John Lewis NorwichWith a reputation for excellent customer service across the national chain, John Lewis Norwich has a lot to live up to – but it manages it, and then goes even further. Although the national business sets a minimum standard of service, customer service manager David Wood and his team at the Norwich store have a large remit to implement this and add their own initiatives. The Norwich store has improved its national customer service rating consistently over the past three years, and the entire store team is constantly striving to improve this even further.
Kester Cunningham John – personal injury team
Fighting against the stereotype of personal injury claim companies isn't easy, but Kester Cunningham John's personal injury team is determined to prove it is different. The company has a history of helping clients who have been unable to get their cases taken on elsewhere or have been treated badly by other claims firms. They pride themselves on providing excellent customer service, and the judges were impressed with the passion and dedication they show each and every client. From travelling all over the country to meet clients face-to-face and get every last essential detail (at no cost to the client) to working to strict internal and external benchmark standards, KCJ really does go the extra mile.
NWES
NWES is a not-for-profit organisation that helps people in the east of England set up their own businesses. Providing a wide range of free advice on everything from book-keeping to marketing, as well as training, finance and premises, NWES has customer service at its core. Its business advisers are available at all stages of a business start-up, from the initial meeting through to being used as mentors once a business has been up and running for several years. The organisation collects feedback at all opportunities, which is circulated to senior management and acted on at regular strategy meetings. External recognition from organisations such as Customer First reinforce the excellent service NWES offers.
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Norwich & Peterborough is the leading local building society in the east of England and is in business for one purpose - to do everything in its power to enable its customers to be in control of their money.
Being in control of your finances is of utmost importance in the current climate, and for businesses, so is customer service. Although always important, in a time when customers are being more careful with their spending, and more selective about whom they spend it with, businesses really should be pulling out all the stops to ensure they are on top of their service to customers. This doesn't end with a customer's purchase or use of a service either, support beyond the sale is equally important.