Arvato’s Swansea site has successfully obtained a Customer Service Excellence (CSE) accreditation.
The CSE standard provides a practical tool for driving customer focused change within the business.
This standard shows that the services provided are efficient, effective, excellent, equitable and empowering – with the customer always at the heart of service provision.
In order to achieve the accreditation, the Swansea team had to demonstrate that Arvato met the standards, evidencing the business processes against five criteria’s:
- Customer Insight
- The Culture of the Organisation
- Information and Access
- Timeliness and Quality of Service
In order to support a customer centric culture, Arvato’s Customer Service and Service and Support Desk employees in Swansea recently attended a professional development programme delivered by Gower College Swansea, which awarded them a Level 2 Award in Principles of Customer Service.
The qualification confirms that the team has the essential knowledge and skills required for delivering an excellent customer service; in particular
- the importance of excellent customer service
- how to communicate more effectively and efficiently with customers
- how to demonstrate attentiveness to customer needs
Mathew Copp, Director of Operations for Central Government, said: “While the team was already adept at delivering a great experience to our clients’ customers, this qualification formally recognises their skills and demonstrates Arvato’s investment in people development and market-leading customer service.”
Arvato also holds the coveted CSE for our local government partnerships in Chesterfield and Sefton for successfully serving local residents.