Melbourne, Australia: Ford Australia has won a major customer service award in recognition of its prompt and courteous handling of telephone inquiries. Ford won the automotive section of the Teleperformance "Grand Prix Customer Service Awards", outpointing fellow finalists BMW and Audi.
The head of Ford Australia’s Customer Assistance Centre, Ms Dayle Hooker, said the award was recognition of Ford’s continuing efforts to become more consumer-oriented.
"It is a global goal of Ford to become a consumer-friendly company and our response to customer calls is an important part of that strategy," she said.
The awards, which are conducted internationally, attracted 126 entries from top Australian companies. Ford Australia was one of 12 companies selected to participate in the automotive category of the awards.
As part of the evaluation process, trained Teleperformance staff conducted "mystery telephone calls" to each organisation, using a variety of pre-determined scenarios designed to evaluate the quality of call handling provided.
Criteria for judging the companies include: overall "warmth of welcome" during the call, overall operator "attitude", ability to listen effectively, quality of the greeting, level of product knowledge displayed, speed with which each call was answered and overall efficiency.
The Teleperformance awards are conducted in 29 countries, with more than 55,000 telephone calls made.
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