02 November 2016 - Mobility and fleet leasing specialist Alphabet is today celebrating a double success at this year’s FN50 Customer Service Awards held last night in London. The FN50 Customer Service Awards recognise individuals and teams in the leasing and fleet management industry who have gone above and beyond in their dedication to customer service.
This year, Alphabet’s new Customer First Contact team won the prestigious ‘FN50 Customer Service Team’ of the year award. The award was accepted on behalf of the team by Head of Customer Sales & Service Kaye Storrow, Team Leader Graham Pickersgill and Customer First Contact Executive Holly Turner. In addition, Alphabet’s Customer Service Manager Kelly Kanewas also recognised in the ‘Rising Star’ category, receiving a ‘highly commended’ award from the judges.
Over the past five years Alphabet has grown considerably and towards the end of last year a review was conducted into how customer service at Alphabet is delivered. One of the key outcomes was to introduce a dual approach to customer management with the introduction of field-based Account Managers and Service Managers who are both equally responsible for the smooth running of major customer accounts. In addition, a new ‘Customer First Contact’ Team was created, based at the company’s Farnborough HQ, to provide customers with a one-call resolution for all ‘in-life’ customer enquiries.
Deborah Jenkins, General Manager for Customer Relationship Management at Alphabet commented: “Customers want to work with a company that is personable, helpful and easy to deal with. We wanted to provide a proactive, industry-leading and distinctively different front-line customer service team, not the standard, reactive call centre. So we created the new Customer First team – our first point of contact for customers, but more importantly their aim is to always put the customers’ needs first.
The focus is on quality, not quantity, taking time to really understand the request and ensure the customer is happy with the resolution there and then. They work closely with our Service Management Team to highlight any service trends and ensure that they are dealt with correctly. A key differentiator for the team is that they make regular, proactive outbound calls to ensure that they stay close to their customers and their changing needs.
Before the team were put in place we estimate around 40% of calls were resolved on the first call; since the team was created it has risen to over 80%. It’s made a huge difference to the satisfaction of our customers and they love the turnaround.
Being on the front line is a notoriously difficult role – you never know what the next call will bring. However at Alphabet this is one of our most recognised, valued and highly praised teams. Most importantly, our customers are telling us the enormous difference this team is making to their overall experience from Alphabet. So that’s why we are so pleased for the Customer First team to receive this external recognition of the fantastic job they are doing and the contribution they make to our business and customers day in and day out.”
Kelly Kane, Customer Service Manager was also recognised as Highly Commended in the ‘Rising Star’ category for her tireless commitment to raising standards in the quality of call and email interactions with customers across the entire Alphabet business to help deliver a more personal and outstanding level of service.