The CSE Standard takes 12 moths to complete and provides companies with a practical tool for driving customer-focused change through rigorously examining policies and procedures.
Assessed across five key areas, including customer insight, culture and quality of service, Prohire has worked closely with employees, suppliers and customers to ensure its policies and procedures are customer-driven.
Dave Barlow, group managing director at Prohire, said: “Good customer service is a 360-degree process – a continual partnership between customers, employees and suppliers.
“If you get your customer relationship right, it leads to repeat business, loyalty and recommendation. Being the first in the Commercial Vehicle Hire Sector to receive this customer service excellence standard has set an industry benchmark and is testament to Prohire’s culture and commitment to always deliver beyond expectation.”
The assessment saw a group of Prohire’s suppliers and customers randomly selected and interviewed, with many commenting on the company’s quality of consultation and engagement.
“Communication is key. Prohire doesn’t shy away from feedback which is evident in the report. If we can do something better, we will. Customer-care is often overlooked when you’re in a period of growth, when it should be the foundation,” added Barlow.
“We continually review our policies and create new systems to improve the customer journey. We are delighted with this outcome.”
