Customer service is at the heart of everything we do. The cornerstone of our overall service strategy is the Service Excellence Centre – an industry first. Here we collate and process all the compliments or complaints logged via our dedicated service email link, or fed back by the strategic relationship managers. This enables us to measure and monitor individual performance as well as that of the business as a whole, rewarding for compliments and addressing complaints with the urgency that they deserve.
As soon as an issue is logged, it is immediately electronically date stamped to ensure that we measure the time taken to remedy the issue to the client’s satisfaction, and close the call. We treat a complaint as an opportunity to engage with our client and leave a lasting impression of efficiency, professionalism and attention to detail.