Mitsubishi owners feeling the love

Mitsubishi Motors NZ has been named among the best customer care providers in New Zealand. Its Customer Care Centre (CCC) walked away with more trophies than any other brand at this year’s CRM Contact Centre Awards.

MMNZ’s Porirua-based CCC team – entered in the ‘Under 50 seats’ category – received its third-consecutive Supreme Award for superior customer service, along with its fourth-consecutive Retail Support Services Award. It also picked up its second award in the Online Web/Email category and team member Tafaoga Kamoto was named one of four ‘Favourite CSRs’ in the country.

MMNZ customer care manager Haig Davidson puts the success down to “never losing focus on delivering the best outcome for the customer, and passionate, knowledgeable staff, who genuinely care about the person at the other end of the line”.

“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,” said Mr Davidson. “We also recognise that every customer and call is different. We treat each person individually and we don’t have a script.

Bearing testament to a strong recruitment process and quick buy-in from new recruits, CCC’s Tafaoga Kamoto – only nine months in the job – was singled out for one of four national ‘Favourite CSR’ Awards, voted on by the judging panel.

“She is very good at picking up on what customers need and helping them through any issues they might have,” said Mr Davidson. “While we have a strong team mentality, it’s fantastic to see a new member receive this sort of recognition.”

MMNZ head of sales and marketing strategy Daniel Cook was quick to pay tribute to the influence of Mr Davidson in the continuing success of the CCC team.

“Haig is a big part of the reason why our call centre staff love coming to work every day, and why they are all exceptional at what they do. Through a clear incentivisation and training programme, he has built a positive and rewarding environment and a team that continues to deliver outstanding service for our customers.”

Organised by CRM Consulting, the awards have been running since 1997. This year’s winners were selected from a wide variety of call centres across 14 different industries, based on analysis of extensive surveys and mystery shopping results.