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Supreme service for Mitsubishi customers

MMNZ’s Customer Care Centre has again been crowned the very best in New Zealand – both within its industry sector and of any call centre with less than 50 staff.

MMNZ’s exceptional Customer Care Centre (CCC) team’s return to the top spot at the 2018 CRM/CCiNZ Contact Centre Awards demonstrates its unwavering commitment to providing the best customer service experience in the country – bar none!

Led by Customer Advocacy Manager Haig Davidson, the 14-person team won its seventh Supreme Award for contact centres under 50 seats, proving it’s quality, not quantity, that makes the difference.

“The continued high standard maintained by our customer service representatives is one of the pillars supporting the year-on-year growth we have achieved and continue to strive for,” said Mr Davidson.

“Call centre experiences are not necessarily known for being enjoyable, making it even more important for us to stand out in this space. Without the benefit of being face to face, conveying sincerity through voice and by providing solutions is key.”

He puts his team’s success down to “never losing focus on delivering the best outcome for the customer, and having passionate, knowledgeable staff who give every caller the same care and attention we would expect ourselves”.

Mr Davidson is extremely proud to see them back in the top spot, against increasingly tough competition.

As well as the Supreme Award, Mitsubishi won the Industry Sector Award for Transport & Travel and took third place for Online Web / Email Customer Service.

Standout performer

CCC team member Nicole Handcock, who has been part of the team for just over a year, was thrilled to be selected as one of the CRM judges Favourite Customer Service Representatives.

Mr Davidson said that while the CCC is all about the team mentality, it’s great to see outstanding individuals receive recognition.

“Nicole’s attitude towards her work reflects the team’s commitment to taking pride in what we do, and never losing focus on the individual at the other end of the line,” said Mr Davidson.

“She has a very positive attitude and she loves the brand. This comes through in all her interactions with her customers and results in her delivering customer experience at the highest level.”

Always learning

Mr Davidson said that developing processes around recruitment and training is key to maintaining the CCC’s high standards.

The team undergoes regular in-house and online training, plus external courses at least once a year to remain in line with best practice. Mr Davidson also travels around the country to train sales and service representatives within the Mitsubishi network.

“As the first point of contact for most customers, it’s important that our culture of pride and respect is upheld at every stage of the relationship. ‘Every day uncompromising in the pursuit of customer pride’ is our company-wide motto, and it’s something that we want every employee to buy into.”

Mitsubishi Motors NZ – 2018 CRM Awards in full:

  • CRM Supreme Diamond Award for Customer Service (Under 50 seats)

  • CRM Industry Sector Award Winner – Automotive

  • CRM Online Web / Email Customer Service – 3rd place

  • Favourite Customer Services Representative – Nicole Handcock

About the CRM Awards

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 different industries, based on analysis of extensive surveys and mystery shopping results.


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