Mitsubishi Motors NZ (MMNZ) won its fifth consecutive Industry Sector Award and fourth consecutive Supreme Award for customer service at the 2015 CRM Call Centre Awards.
Does anybody enjoy calling a customer service centre? If you’re a Mitsubishi owner, the answer is probably ‘yes!’ MMNZ’s Porirua-based Customer Care Centre (CCC) – entered in the ‘Under 50 seats’ category – has just won its fourth consecutive CRM Supreme Award and its fifth consecutive Retail Support Services/Transport Sector Award.
For CCC manager Haig Davidson, the end of the line is where it all begins.
Davidson puts his team’s success down to “never losing focus on delivering the best outcome for the customer, and passionate, knowledgeable staff, who genuinely care about the person at the other end of the line”.
“We give every caller the same care and attention we would expect ourselves, and treat each person individually,” Davidson said. “Customers want to be listened to and spoken to in a way they can understand and relate to. They also want to have their problem addressed and solved the first time they call.”
Davidson was also named Outstanding Contact Centre Professional of the Year by the Call Centre Institute of New Zealand, which automatically entered him into the Asia Pacific Contact Centre Awards in Singapore. There, against call centre representatives from across the entire region, he won the APCC Award for Recognition of Performance Excellence.
Also this year, CCC consultant Tafaoga Kamoto – who was named one of four ‘Favourite CSRs’ in the country at last year’s CRM Awards – was a Call Centre Institute of New Zealand finalist for National Call Centre Consultant of the Year.
“Tafaoga is very good at picking up on what customers need and helping them through any issues they might have,” Davidson said. “We have a strong team mentality, but it’s fantastic to see outstanding individuals get recognition.”
MMNZ head of sales and marketing strategy Daniel Cook said Davidson “is a big part of why our call centre staff love coming to work every day, and why they are all exceptional at what they do. Through a clear incentivisation and training programme, he has built a positive and rewarding environment and a team that continues to deliver outstanding service for our customers”.