Merlyn Customer Care Team Rise To The 2020 Challenge

Ireland’s premier shower enclosure company, MERLYN, has closed the year on a high with a double award win celebration in just one week.

For the second time, MERLYN’s customer care team were awarded the highly coveted Team of the Year at the Irish Customer Contact & Shared Services Awards 2020 (20 November 2020). Seeing off competition from five other businesses in the final, the company also won the National Buying Group (NBG) Supplier of the Year in the Plumbing, Heating & Showrooms category for the third year in a row.

The Irish Customer Contact & Shared Services Awards 2020 were hosted virtually (20th November) by Ireland’s Customer Contact Management Association (CCMA). The awards recognise the accomplishments of key individuals, teams and brands within the contact centre industry, in sales, customer service and technical support.

In a year that saw customer contact teams face an unprecedented surge in demand, MERLYN’s customer care team quickly adapted to working from home while continuing to provide an exceptional response. The judging panel of 12 customer services expert consultants were unanimous in their decision, commenting that the company encompassed the true spirit of a high performing team.

MERLYN Customer Service Manager, Kathy Egan, said: “It is an honour to receive this award and be amongst the cream of Irish companies shortlisted. Our team has worked endlessly to ensure our customers continue to receive the highest level of care, from technical support right through to aftersales and bespoke orders.”

During the awards ceremony, MERLYN were praised for their absolute focus on the customer throughout the pandemic, achieving high customer satisfaction levels despite managing double the contact volumes.

Kathy added; “To see our team recognised by the industry after such a challenging year is extremely rewarding and a true testament to our employees consistent hard work. I want to thank our team for the diligence, care and adaptability they have shown over this year and look forward to celebrating with them all when the time is right.”

MERLYN’s commitment to high standards of customer service and aftercare is driven by the company’s values and culture, with each employee empowered to take personal responsibility for excellence in their job.

Less than a week after the CCMA celebrations, the team were congratulated again at the National Buying Group (NBG) Supplier of the Year awards. The 2020 Annual Supplier Awards were held virtually on 25 November, where over 300 suppliers, partners and friends of NBG logged on to join the celebrations.

This was the third year in a row that MERLYN took home the accolade which is voted for by partners.

For further information on the CCMA awards please visit:  https://www.ccma.ie/blog/2020-ccma-ireland-awards-streamed-live-from-virgin-studios