News
Once again Merlin puts the "Customer First"
05/03/2010
Merlin is delighted to have once again been successful in achieving “Putting the Customer First” accreditation.
Putting the Customer First is the National Standard for Customer Service and focuses on the customer and their interface with and experience of a Company’s service delivery. Achieving the certification clearly demonstrates how seriously Merlin takes customer service. We have an ethos of continuous improvement to deliver the highest standards of service and quality to all clients and their customers and achieving the certification clearly demonstrates we genuinely take customer service seriously
Putting the Customer First has three key areas of focus:
Customer Relationships
This element explores how we build relationships with our customers, identify their needs, and fulfil their requirements. It also looks at how we refer them to other providers as and when needed.
Maximising Market Awareness
This section of the process investigates how we identify and target our market, develop new or improve our services, work in partnership with clients and suppliers, and market our services.
Developing Your People
This part is all about people and development, and examines skill set, ability to deliver and build customer relationships, recruitment practices, and training.
The assessment programme involved input and interviews with many Merlin Staff, members of our Contractor panel, and our Clients, and the feedback received from Customer First was extremely positive.
Richard Webster, CEO of Merlin said, “Our focus has always been on service delivery and quality and we could not have achieved this accreditation without the commitment of our people and their hard work and customer focused approach. We are the only Loss Adjusting and Claims Management business to hold the accreditation and I am genuinely proud of our achievement.”
For more information on Customer First, please visit their website.
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