Customer Care and Service

Sponsored and Judged by Bird Luckin

The Category

Do you have a company policy that sets targets for customer care and service? Does everyone in the company understand how their individual actions impact on these targets? What is it that your company does to set yourselves apart from the competition?

There are two separate groups for small/medium and large companies within this category.

What the judges are looking for

Tell us about your company's customer care and service policy. Describe the industry norm and what it is that makes you better at looking after your customers than your competitors.

Please include contact details of two customers we can approach to discuss their perception of your customer care.

Specific questions to answer

1. What is your company care policy?
2. How do you involve, train and monitor your team to ensure continual improvement?
3. What is it that you do to exceed customer expectations?
4. How do you involve the customers themselves in your customer care improvements?
5. Describe how you deal with complaints and difficult customer situations.

About the judges

Leading Essex accountants and business advisers Bird Luckin are well aware that in today's difficult commercial climate, the smallest advantage can make a huge difference.

A real commitment to customer care and service can provide that advantage – an ethos which Bird Luckin has followed in building long-term relationships with its own clients. By focusing on clients' needs and providing advice, expertise and support on a wide range of issues (as well as traditional compliance matters), Bird Luckin can tailor solutions to meet each client's unique situation.

It's an approach which continues to bring success for both the company and its clients when facing the challenges of the economy, and Bird Luckin demonstrates the same long-term commitment to the Essex Business Excellence Awards. The company has been the sponsor of the Customer Care and Service category of the Essex Business Awards since they began, and 2009 will be Bird Luckin's 7th year as joint overall sponsors. Client service director Janis Osborne has been judging the awards throughout that time together with Jenny Cook, marketing director with 25 years' experience in the professional service industry.

Last year's winners

The Hearing Care Centre, Colchester

(small/medium winner)
- offer the very latest ultra-tiny digital hearing assistance and, because they have no tie-in with any particular manufacturer, offer impartial advice.

Fenn Wright, Chelmsford

(large winner)
- an independent firm of chartered surveyors and property consultants who are committed to the provision of high quality specialist property skills, together with continuous quality improvement to make sure that the customer gets the very best service.

Visit sponsor's website

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