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For the second year running, BSH Customer Service has won the coveted Total Excellence and Quality (TEQ) customer service award for its Bosch, Siemens, Gaggenau and Neff home appliance brands, beating its own record score of 94.5% achieved when winning the award in 2009.
In the annual independent survey of over 420,000 customers who had an engineer’s visit in the past 12 months, 95.2% rated BSH Customer Service as excellent or good in the white goods manufacturers’ category.
“We have a culture of continuous improvement,” comments Customer service director Bernhard Vocke (pictured). “By constantly evaluating our processes and performance we have been able to build on last year’s successful foundations and keep well ahead of the competition”
Specific developments include reinforced training for contact centre staff, shorter lead times for engineer visits, more parts deliveries and a new internal mentoring scheme. Online customer service has been expanded to include a 24-hour booking service for engineer visits.
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