Delivering World-Class Customer Service
To attain ISO 18295, an organisation must develop and maintain a framework for the delivery of efficient customer service, and meet specific communication, complaints handling, and employee engagement requirements; whilst providing guidance on the types of information it uses to ensure customer expectations are met.
Commenting on another milestone achievement for the company, Lukas Eigenmann, COO, Farnek. said: "Achieving ISO 18295 underscores our commitment to providing the best possible service while also ensuring continuous development and performance improvement.
"This certification recognises our commitment to our customers; it can, on occasion be frustrating when calling a contact centre, especially when you have to go through a series of complicated options to only come to a dead-end, or when you want to speak to somebody but are unable to get through. Our customers can take confidence from the fact we have implemented the measurements to provide a consistent level of performance."
In total, the process took four months to complete. Farnek, through a process of documentation of current activity and implementation of improved systems, were able to meet and exceed the standards required to achieve ISO accreditation.
Babar Hussain, HSEQ Manager, said: "This was an excellent example of the team pulling together and working tirelessly to achieve this international standard. Now that the accreditation is official, although extremely gratifying, the next step is to ensure that we not only maintain these high standards we constantly look at further ways in which we can improve."
Farnek has been recognised for the quality of its service delivery on several occasions. In addition to ISO 18295, the group has been accredited by NICEIC - the UK's National Inspection Council for Electrical Installation Contracting and The British Institute of Cleaning Science (BICSc). Additionally, it ensures a systematic and measurable approach to achieving excellence through its membership of the European Foundation for Quality Management (EFQM).
