Last week members of our client services team, Donna Smith and Rosie Bailey, attended the UK Complaint Handling Awards where CitySprint were nominated as finalists in two categories. The awards showcase the companies that focus on putting customer experience at the heart of their business.
Complaints from customers are part of business and at CitySprint we welcome these valuable opportunities to review our business and improve our processes as well as having the chance to ensure we change our customer experience for the better by recognising and dealing with their concerns effectively.
CitySprint were nominated for the ‘Most Improved Complaint Handling’ and ‘Team of the Year’ awards. We presented the story of how CitySprint have listened to our customers by creating the National Customer Care team to manage any post-delivery issues or queries on behalf of our service centres. The team have published standards and SLAs; their aim is to efficiently respond to the customer whilst enabling service centre staff to focus on live bookings and requests.
The awards were attended by big teams from the banking, utilities, travel and logistics industries and we are delighted that CitySprint were awarded SILVER for the ‘Most Improved Complaint Handling’ category. The eventual winner for this category was Virgin Money so we are extremely pleased to be recognised alongside a brand that has both a fantastic reputation for customer care and immense resource to invest in their customer management teams.
This award recognises the skills and approach of our National Customer Care team – they are here to help you, our customers, and we hope that we continue to develop our service and processes even more throughout 2018.