Following an annual assessment by the Customer Excellence Standard GLH has retained its accreditation and picked up another area of Compliance Plus.
Melissa O’Donnell, head of operations said, “We have worked hard since our last assessment to retain the service we were accredited for but also to improve on areas where needed. As a result I am delighted that the team has retained the accreditation and picked up another Compliance Plus rating for our recruitment processes that involve our tenants.”
Customer Service Excellence® was developed to offer a practical tool for driving customer-focused change within an organisation. It focuses in great depth areas research has indicated are a priority, delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.
GLH undertook a rigorous 12 month review and added another three areas of strength to the six given in 2014:
– demonstrated our commitment to developing and delivering customer focussed services through our recruitment, training and development policies for staff
– Customer Satisfaction policies and procedures
– setting targets