For the second year in a row, Mitsubishi Motors’ customer care team scooped the transport and travel sector at the call centre industry’s annual CRM awards, on 14 September.
“Over a hundred top-flight contact centres entered, from eleven industry sectors”, said customer care centre manager Haig Davidson. “Being once again placed ahead of all other motor industry brands takes us another step towards our goal of providing New Zealand’s best customer service to our Mitsubishi owners. They are the real winners: they rightly expect us to be receptive and efficient every time, and we know we are only as good as our response to the next enquiry”.
Mitsubishi’s seven-strong Porirua-based group also achieved third place in the overall Supreme Award for customer care teams smaller than 50 people. In addition, Haig was again a finalist for “manager of the year” and the judges ranked team member Josh Harwood among their five favourite customer care representatives.
The CRM awards, begun 15 years ago, use exhaustive “mystery shopper” techniques to assess how effectively contact centres respond to customers’ phone and internet enquiries.
Other members of Mitsubishi’s team are Fiona Forsdyke, Sieanna Iafeta, Marama McGhie, Rowena Ah Von and Olivia Talalupe.