For the second year running, BSH Customer Service has won the Total Excellence and Quality (TEQ) customer service award for its Bosch, Siemens, Gaggenau and Neff home appliance brands.
In the annual independent survey, administered and coordinated by Domestic & General, of over 420,000 customers who had an engineer’s visit in the past 12 months, an impressive 95.2% rated BSH Customer Service as excellent or good in the white goods manufacturers’ category. As a result, BSH took first place once again in 2010, beating its own record score of 94.5% achieved when winning the award in 2009.
Since winning the TEQ award last year the company has made a number of further improvements to its customer service, including reinforced training for contact centre staff, shorter lead times for engineer visits, more parts deliveries and a new internal mentoring scheme. In addition, online customer service has been expanded to include a 24-hour booking service for engineer visits.
BSH contact centre operations manager, Colin Embling explains: “Getting customer service right first time is good for the customer and good for our business. The past year has seen significant investment in contact centre training programmes and this has produced more knowledgeable advisors who are now even better equipped to help the customer over the phone and avoid unnecessary engineer visits”
Commenting on the award, BSH customer service director, Bernhard Vocke said: “At BSH Customer Service, we have a culture of continuous improvement. By constantly evaluating our processes and performance, we have been able to build on last year’s successful foundations and keep well ahead of the competition”