Customer Service Excellence Award For Telecomms Business Weston Group

A telecommunications company whose customers include PACE , Hewlett Packard and Pizza Hut has been recognised for its customer service in the British Chambers of Commerce Chamber Regional Awards.

Leeds (I-Newswire) October 19, 2012 - A telecommunications company whose customers include PACE , Hewlett Packard and Pizza Hut has been recognised for its customer service in the British Chambers of Commerce Chamber Regional Awards.

The Weston Group beat off challengers from across the Yorkshire & Humber regional to win the Excellence in Customer Service Award, and now goes forward to the national final at London’s Guildhall.

Leeds-based the Weston Group, which is on course for a record turnover this year, provides installation, service and support across IT, telecoms, CCTV and mobile phone technology.

Gary Dale, general manager of the Weston Group, said: “It is a great achievement for the company to win this award and a real reflection of the importance that everyone within the business places on putting the customer first.

“Customer service forms the nucleus of our overall strategy of partnership-building, and we believe that knowing our customers and understanding their business means that we are able to fulfil their requirements without them being distracted from their core business operations.

“We are proud of the customer service that we offer and realise the importance of self-reflection and necessity to be continually improving.”

The British Chambers of Commerce Chamber Awards look to find the best businesses in Britain through a series of regional heats followed by a national final.

Now in its ninth year, the competition is one of the showcase events for the Business is Good for Britain campaign that highlights the role of business as a positive force for the UK recovery and the success of local communities and individuals.

The Weston Group has developed an industry-leading approach to customer service that combines technology with a culture of continuous improvement, which will see the family-run business successfully secure accreditation to Customer First before the end of the year.

Gary Dale added: “Excellent customer service is something that requires a concerted effort and our customer satisfaction feedback mechanism, which is controlled by our in-house CRM software, allows our inter-departmental customer care team to provide an outstanding level of service to all of our customers all of the time.

“We take a proactive approach and use the feedback that we receive to adjust our processes while maintaining our overall vision.”

Internal development and performance reviews are used to monitor individual, team and companywide performance and give continuous coaching and training.

And while the company does have targets and KPIs the reality of its proactive, partnership-lead approach means that it experiences very little customer dissatisfaction.

Gary Dale stated: “This is no better demonstrated than in our mobile telephone business area in which we have achieved superb 98% customer retention over the past year’s renewals.”

The Weston Group joins the other Yorkshire & Humber winners in their respective categories in the grand final.

The Chamber Awards is supported by the RBS Group, BT Business, Dell, DHL Express, Westfield Health and Acua.