Daisy Group has received a customer service award after a Customer First assessor inspected every aspect of the company’s customer service approach within the retail division of the business.
Daisy was shown to be fully compliant of all 30 Customer First criteria during an audit at its Nelson headquarters in Lancashire.
Sheri McDonagh, Director of Customer Experience at Daisy, said: “Achieving Customer First Accreditation is an absolutely fantastic achievement for us as a business. We’ve gone through major growth, worked hard and learned a lot on that journey.
“At the start, we knew we were far from perfect and had a major task to undertake. Our business grew so fast it was time to take a step back and take some real feedback from our customers on our service provision.
“To ensure you’re always providing an outstanding customer experience, your journey never stops. It’s about on-going improvements and consistently driving the customer experience ethos in everything we do. The dedication from everyone across the business has been absolutely incredible and I think that alone shows that as a company we are all passionate about service.”
One of the major pieces of work Daisy undertook to see it gain the accreditation was to re-write its entire suite of training modules to ensure its Customer Service Advisors are fully equipped to support customers.
Sheri added: “As part of the accreditation, we reviewed all our processes and procedures. The induction training our new Customer Service employees now receive reflects the needs of the customer, focusing on quality and values, attitude and service excellence.
“Our monthly customer surveys are also extremely important to us and are vital in allowing us to continue to make on-going improvements to our service proposition.”
Frea O’Brien, Chief Executive at Customer First, commented: “Daisy’s customers can trust that they are at the heart of the business.
“Daisy has demonstrated that by ‘Putting the Customer First’ they are a beacon in the telecommunications sector. We are proud to be associated with a leading light that values great service as they key to success.”