Mitsubishi owners enjoy some of the best aftersales service in New Zealand – a claim underlined by the auto manufacturer’s Customer Care Centre being awarded its 13th industry accolade in just four years.
Mitsubishi Motors NZ customer care manager Haig Davidson has been named Manager of the Year with under 50 staff, by the Contact Centre Institute of New Zealand.
This follows 12 CRM Call Centre Awards for his Porirua-based team since 2010; the year Mr Davidson was appointed to his current position.
The CCINZ awards recognise those individuals who have made “an outstanding contribution to their workplace” over the past 12 months.
“Haig has been the driving force behind the continued high performance of our Customer Care Centre,” said MMNZ head of sales and marketing strategy Daniel Cook.
“Customer satisfaction and safety is something we place huge importance on, and that goes beyond the initial sale of a vehicle.
“The awards that Haig and his team have won recognise the tremendous effort and dedication they have put in over the past few years, which ultimately benefits our customers.”
Mr Davidson says his objective since taking on the role has been “the ongoing promotion of service excellence across the whole team; the message on our office wall reads: ‘every day we are committed to the uncompromising pursuit of customer pride’.
“Our team is fully committed to delivering on Mitsubishi Motors’ goal of making every customer feel valued and proud of their decision to buy one of our vehicles. We also recognise that every customer and call is different. We treat each person individually.”
Mr Davidson has introduced a clear incentivisation and training programme to help build a positive and rewarding work environment, and is “always looking for new ways to keep the team motivated and at the top of its game”. He says by making education tools readily available online – such as Learning Planet, an e-learning program targeted specifically at contact centres – his staff is able to continuously improve their skills.
“I’ve also spent a lot of time on the road this year, visiting Mitsubishi’s 35 new vehicle dealerships, to train their front line staff. This way we can help ensure customers receive consistent top-quality service across the board.”
Established by contact centre professionals in 2009, CCINZ’s purpose is to support, educate and engage industry professionals in New Zealand. The organisation’s awards criteria covers: “the leadership skills and technical knowledge, to make a difference within the workplace; integrity and outstanding commitment to best practice, including effective communication, strategic vision, performance management and working alongside others to ensure quality outcomes.”
Awards won by MMNZ Customer Care Centre
- 2014 CCiNZ Contact Centre Manager of the Year (Under 50 seats) for Haig Davidson.
- 2012, 2013, 2014 CRM Supreme Award (Under 50 seats).
- 2011, 2014 CRM Online Web/Email Category Award.
- 2011, 2012 CRM Transport and Travel Industry Sector Award.
- 2013, 2014 CRM Retail & Distributor Support Services Industry Sector Awards
- 2011, 2012, 2014 CRM Favourite Customer Services Representative Awards for Sieanna Iafeta, Josh Harwood and Tafaoga Kamoto respectively.