Sunday, May 10, 2009

Oasis win award for excellence in customer care

Wow - we won!
Against all my expectations, last night we won the Hire Association Europe (the HAE's) award for Excellence in Customer Care 2009.

We are very, very grateful to our team (in both parts of the business - account management and delivery): this fantastic achievement is a reflection of all the things they do every day to bring Oasis the recognition it has received.

Hire Association Europe (HAE) is the leading trade association for hire and rental companies in the UK and Ireland: http://www.eha.org.uk/. The Association is unique in that it brings together the diverse sectors involved in hire; with membership from the tool and equipment, plant, audio visual, catering and leisure sectors and associated suppliers and manufacturers for those sectors.

The awards were the Hire Awards of Excellence 2009 http://www.hae.org.uk/hire_awards_of_excellence_2009/index.cfm. We entered the Award for Excellence in Customer Care.

Judgement criteria for the Award for Excellence in Customer Care:
The winning nomination will have demonstrated to the judging panel, the existence of a clear and structured policy which delivers the highest standards of customer care and service.
Essential evidence
  • A short statement (maximum 200 words) stating why your nomination should win this award
  • Demonstration of a training programme in customer care and service for employees
  • Evidence of a specific customer complaints procedure
Supporting evidence
  • Evidence of testimonial letters or the resolving of customer complaints
  • Use of market research for customer service evaluation
  • Evidence of support to customers through donations, community sponsorships
  • Introduction of add on services (e.g. complimentary tea/coffee, comfortable waiting area)
  • Evidence of specific schemes or guarantees offered to the customer

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