The Best Customer Service Initiative award recognises those dealers that have looked to solidify the customer service bedrock upon which their business is built and tweak their operations to ensure each client receives impeccable service.
We are delighted to announce that the 2018 shortlist includes the following dealers:
Derbyshire Mobility, formerly Derby Mobility Service, underwent a complete rebrand recently to widen its scope and it has made customer service the keystone of its strategy to extend its coverage and client base. With a mantra of treating end-users like family members, Derbyshire Mobility has actively reinforced its caring approach since its revamp. On the back of the success brought by exceeding customer expectations at point of sale and after purchase, it has earmarked a second store. Ensuring staff are approachable to customers has helped to grow the business and will continue to play a key role in its expansion.
People First Mobility
It is tough for retailers to stand out from the crowd in the mobility sector but People First has managed to differentiate itself from its competitors in the last 12 months based on how it treats its customers. While it has always had the same ethos on customer service, its reinforced approach recently has seen it win a local business award for customer care and feedback from clients has credited it with ‘going the extra two miles’. Boss Karen Sheppard has embarked on courses to further improve what the firm offers customers and the challenges she faces as a female boss make her more competitive to achieve the best customer service.
Capitol Mobility Services
The mobility retail sector is all about trust. Understanding this, Capitol Mobility has utilised customer reviews effectively, placing them at the forefront of its digital face. This strategy has helped to build trust with customers and importantly, helps place them and their relatives at ease when dealing with the business. What’s more, the revelation that around 40% of one of the dealer’s branch’s revenue comes from Motability sales, has demonstrated the importance of the channel to the firm. Naturally, this shows the focus Capitol places on customer service and it certainly shines through in client reviews.
Insistent that great customer service will always trump competition from online mobility sellers, Cumbria Mobility has continued to develop its strategy for offering its clients more than just a product with each sale. Bringing in a number of standard procedures has for example, allowed the retailer to get a better understanding of each customer’s home environment than some competitors. In turn, this tailored approach helps provide the customer with products that meet their specific needs and wants as closely as possible. Cumbria Mobility’s procedures dictate that all staff should place the customer in charge and ask what it is the client wants to achieve.
As part of its reinvestment into the company Ableworld has pumped money into a new call support system. The new system means that if store staff are unable to answer a call, they will get transferred to the team at head office, who have received additional training to be able to help and resolve the majority of calls customers would normally ask store staff members. The retailer has also set in place a second back-up call centre the customer will be transferred to if the first team is busy with calls. This ensures that all customers get through to a real person rather than an electronic answer phone service.
The 2018 AMP Awards ceremony takes place on Sunday 7 October, the first evening of the Trade Days show, at the Hilton Birmingham Metropole.