LEAMINGTON SPA: Gold awards for outstanding customer service have been presented to two Pipe Center and Climate Center branches, as part of the company's Operation Service Excellence programme.
Staff at Pipe Center's Carlisle branch and Climate Center's Cardiff branch were presented with Gold wings, the highest accolade under the initiative, now in its third year.
There were also nine Silver awards and 21 bronze in the current round of the programme, which brings together feedback on customer responsiveness, technical support and financial performance.
Particular weight is given to the results of customer surveys, plus texts and emails, to reflect the experiences of customers dealing with staff day-today.
As a result of the programme, scores have risen significantly at both regional and national level.
Dean Fradgley, managing director of Pipe Center and Climate Center, said: "The latest set of results reflect the fantastic progress being made across the business. We have set the bar very high, so to achieve gold requires an exceptional level of performance.
"I know from my own experience of visiting branches and talking to customers and suppliers that it is having a real impact. One in three branches achieved either Gold, Silver or Bronze – so we developing real momentum and hopefully having some fun improving service along the way."
He added: "The challenge is to keep up the momentum and get all of our branches up to this standard."
The Service Excellence campaign was itself Highly Commended in the finals of the Marketing Project of the Year category in the finals of the Cooling Industry Awards 2011, held recently at the Hilton, Park Lane, London.
