Reliance High-Tech
This entry was driven by the efforts of the company's maintenance/services manager Steve Dolan, who recognised that service levels were not as good as they could be. An intensive customer care training programme was instigated such that satisfaction levels soared. Customer Care Cards were sent out, and the results tabulated. Based on these results, the company's service controllers were sent on special courses, and all the service engineers attended customer care courses. A further survey has shown significant improvements.
Runners-Up
Pearl Fire and Security
The company is committed to providing "Total Customer Satisfaction", placing client needs at the centre of all its operations, involving the client in every discussion and including them in every decision. Clients are forwarded satisfaction surveys where candid responses are encouraged. 'Pearl News' is sent to employees, suppliers and clients alike, its readers being encouraged to actively engage with the company by, for instance, signing up to be part of Pearl's very own Golf League.
Glevum Security
Established just over a year ago, Glevum has differentiated itself by its focus on customer care. The latest survey of all its 150 clients scored the company's performance as either "excellent" or "good". All personnel are subject to a rigorous two-day induction course in relation to the knowledge required to fulfil the requirements of customers. The company also operates a 24-hour communications centre that is "driven by customer care".
A classic example of an individual making a significant difference to what’s delivered
Judges' comment
Source
Security Installer
