The Alderley Edge based business to business telecoms company, takes great pride in providing exceptional service and has a strong core culture of exceeding customer expectations.
Chess is already a member of the Institute of Customer Service and achieving the Customer First award is testament to its focus on being recognised as the performance benchmark in the telecoms industry.
Meeting the stringent criteria for the Customer First award is by no means easy. Businesses are assessed in many areas including meeting customer requirements, effective systems and procedures with dealing with customer queries and evidence of continued development of knowledge and skills of its people to ensure unrivalled customer service.
Jennifer Walmsley from the Customer First Centre for Assessment was hugely impressed with Chess people and the organisation during their visit in December 2008.
“Chess passed the assessment with flying colours. We are going to use it as a case study of best practice - people from other organisations should see how things are done there. Chess should be very proud of what it has achieved so far - it sets a benchmark by which other companies can be measured.”
Now Chess Telecom has achieved the Customer First Award it will continue to be monitored against the tough guidelines set by the Customer First organisation. As a company Chess must demonstrate that excellence in customer service is a priority throughout the business. There is also an internal focus in Chess, of maintaining staff moral and productivity. No stone was left unturned throughout the assessment to ensure that the accreditation was not awarded lightly.
Chief Executive David Pollock was delighted to be the first telecoms business to achieve the 2 year Customer First accreditation. “We are, and always have been, an ambitious organisation. We do not want to be known as the best of the best, we want to be known as the only ones who do what we do. To be recognised as the only telecoms company to date to achieve the Customer First accreditation is a major step in the right direction, but this doesn’t mean we will stop taking the extra steps to exceed expectations in all areas of our business.”
Mike Adams from Red Kite Cycles switched to Chess during 2006. “From the start, we found Chess to be very professional and efficient with the transfer of our calls and lines. The complete process of service migration was managed quickly and seamlessly. Furthermore, Chess’ dedication to customer service means that when it comes to business telecoms, Chess is streets ahead of the rest.”