Chess has invested £500,000 on a personal performance programme and backed this up with customer service academy training for new starters – resulting in a 49% increase in net promoter customer satisfaction score and a 95% increase in customer retention
Meeting the stringent criteria for the Customer First award is by no means easy. Businesses are assessed in many areas including meeting customer requirements, effective systems and procedures with dealing with customer queries and evidence of continued development of knowledge and skills of its people to ensure unrivalled customer service.
Chief Executive David Pollock was delighted to achieve the Customer First accreditation. “We are, and always have been, an ambitious organisation. We do not want to be known as the best of the best, we want to be known as the only ones who do what we do. To be recognised as one of the only telecoms company to date to achieve the Customer First accreditation is a major step in the right direction, but this doesn’t mean we will stop taking the extra steps to exceed expectations in all areas of our business.