This January we were delighted to be awarded a top customer service award by the prestigious Institute of Customer Service, ServiceMark accreditation.
To achieve the ServiceMark we had to demonstrate how we deliver customer service against a world class standard, validated by the Institute of Customer Service. A sample of customers and all Damart colleagues were asked to complete detailed questionnaires about the level of customer experience we offer our customers, culminating in a two-day audit of our Yorkshire headquarters and central warehouse.
Our Director of Customer Service, Stuart Creeley said: “We are absolutely thrilled to have achieved the Institute’s ServiceMark accreditation. Our customers are at the heart of everything we do and the beauty of the ServiceMark process is that it encourages you to ensure that all colleagues feel engaged with, and empowered to look after, our customers whatever their role in the business. So it’s not just the colleague in the contact centre, but also the colleague who designs the catalogues, runs our promotions, picks out, packs up and despatches orders or runs the accounts department.”
He added: “It was heartening to receive a top customer satisfaction score from our customers and the learnings from the colleague survey has led to real improvements in the way we work together as a business, improved our communications with each other and led to a much more positive feel around the business. This can only benefit our customers.”
Jo Causon, chief executive, Institute of Customer Service, says: “ServiceMark is increasingly recognised as the standard for customer service excellence. Over 100 organisations have completed or are working towards ServiceMark. It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.”
In other upcoming news we have also been shortlisted in the HR Employee Engagement Strategy of the Year Award category for the UK Customer Satisfaction Awards with the winner being announced on February 25.
