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Customer Service Excellence - at the heart of how we are ‘Helping our Customers Make it’

Customer Service Excellence - at the heart of how we are ‘Helping our Customers Make it’
Rapid is very proud to have renewed our Customer Service Excellence (CSE) Standard, a Quality mark which recognises organisations that focuses on the individual needs and preferences of its customers.

This was the second-year annual review in a three cycle against the Customer Service Excellence Standard and, once again, highlights our exceptional level of customer service throughout our whole operation in areas such as; customer engagement and consultation, customer experience, company culture, information quality and service delivery.

We won’t stop here …
Despite the challenges of the last couple of years which has brought about an unprecedented shift in customer behaviour, we remain fully committed to offering our customers an unrivalled choice of products, competitively priced and suitable for modern application requirements. The Customer Service Excellence review process enables us to inform future improvements and drives us forward as a business to continually bring professional, high-level customer service concepts into day-to-day practice, by delivering services that puts our customers at the core of what we do. We recognise the power of providing a seamless customer experience and we will continue to invest heavily in lifecycle initiatives to meet our evolving customer needs.

The Standard has 57 elements grouped into five key criteria; Customer Insight, The Culture of the Organisation, Information and Access, Delivery, Timeliness and Quality of Service, and we were delighted to achieve full compliance in all criteria – an excellent achievement for us and a testament to our great team and partners.

During the assessment the company was singled out for special praise in a number of areas, including in-depth understanding of the characteristics of our customers, excellent service delivery, customer focused culture of our organisation, supply co-ordinated services, performance standards and our ongoing community engagement.

Rapid's Customer Support Manager, Angie Martin, (pictured above with the award) helped manage the Customer Service Excellence accreditation project. "I am delighted that we have been recognised for the Customer Service Excellence Standard yet again," said Mrs Martin. "I recently took on the role of Customer Support Manager having worked at Rapid for over 30 years, I have always held the belief that the customer is very much at the heart of everything we do. We are all determined to continuously improve customer service standards and evolve plans for service improvement. Everyone at Rapid has played a role in helping us to achieve the CSE Standard, and we will continue to work together and act on the insights gained from customer feedback offering our customers unparalleled service. We would like to thank everyone who contributed to such a successful outcome.”

Amie Davies Rapid’s Customer Experience Advisor Amie Davis (pictured with the award on the right) “I have worked at Rapid for 16 years and our Customer Experience Team is always centred around providing great support and services to our customers, but also other departments internally here within Rapid. Listening to our customers, all feedback is very much appreciated – may it be good or bad, we take this all on board to improve our services where we can. For the Customer Experience Team, we are thrilled to have external recognition of the endless hard work and dedication that our whole team puts into making Rapid amazing for our customers.”

View our Customer Service Excellence certificate here

If you would like to find out more about how Rapid can help you make it, please contact us.

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