Baxi is celebrating after its Customer Support team were announced as finalists in the UK Customer Experience Awards.
Following on from last year’s win in the ‘customer loyalty’ category, this year Baxi has been shortlisted for the ‘customers at the heart of everything’ award. This recognises companies that, through the implementation of employee development and training as a part of their customer experience (CX) strategy, have been able to put their customers at the centre of what they do.
Baxi recently carried out extensive customer research, and analysed best practice methods in a variety of industries, in order to create a first-rate training programme for its Customer Support engineers. From this, the team identified five key moments in the customer journey where engineers can really make the difference between simply repairing a boiler, and delivering a first-class service for the homeowner.
Coined as ‘Moments of Truth’, Baxi’s five areas of focus include answering the phone within six rings, responding to its customers in as little time as possible, timed appointments to allow the homeowner to plan their day, fixing the problem first time, and booking any further appointments there and then.
The result is a customer experience training course for all Baxi Customer Support engineers.
Lee Robinson, Customer Service Director at Baxi, said: “We are thrilled to have been shortlisted for this award, which is a testament to our commitment to innovation and making our customers’ interactions the best that they can be.
“We know from our experience in the call centre that the five moments of truth really matter to our customers and can make or break the customer journey. We have trained all of our customer-facing employees to appropriately engage and empathise with homeowners, so that at a time of distress they can effectively resolve any issues.
“Just being shortlisted is an honour, and we look forward to receiving the results!”
Designed to recognise any innovation that has enabled an organisation to excel in offering its customers the best experience, the much-anticipated UK Customer Experience Awards is the largest CX event in the world. With over 200 different companies expected to attend, the awards ceremony will take place on September 28 at London ExCeL.
For more information, visit: www.baxi.co.uk
