Customer Service Week Awards categories
1. Best Application of Technology to Improve Customer Experience -
This Award is open to any organization that has successfully integrated technology as part of an overall strategy to improve its customer service and satisfaction offering.
2. Customer Commitment Award (SME & Large Enterprises)
This Award is open to an organization that has differentiated itself through a well-communicated customer commitment.
3. Customer Service Innovation of the Year
This Award is open to any organization that has instigated a new and innovative way of improving its customer satisfaction ratings.
4. Best Use of social media to Improve Customer Experience
This award is for companies who have a clear and defined Social Media policy, including all Social Media platforms such as Twitter, Face Book, LinkedIn and Google+
5. Efficient Utilization of Multichannel Support
This Award is open to any organization that has efficiently used multichannel support as a way of improving its customer experience. Support channels can be call centres, walk in centres, social media, web chat, emails etc.
6. Contact Centre / Service Centre of the Year
This category is open to Contact Centers / Service centers with robust people’s processes makes a center a pleasure to work with and a customer centric environment with effective communication vehicles.
7. Service Quality Award
This award is primarily intended for, but not limited to the Manufacturing sector and is given in recognition of outstanding service in the area of Service Quality and adherence to quality standards for the benefit of the consumers.
8. Customer Service Strategic Leadership Award
This Award is open to any Chairman, CEO, Board Director or senior individual who has demonstrated exceptional leadership and vision in the field of customer strategy serving as an inspiration to others.
9. Customer Service Business Leader Award
This category is open to customer service professionals only and must be Manager/Director level or above. They must be the voice of the customer on their company’s board and have influence over the customer service strategy of the organization.
10. Customer Service Personality of the Year -
This award is open to Frontline Customer Service professional who maintains customer experience over the phone or face to face.
11. Technical Support team of the Year-
This category is open to a back office, or internal facing team that does not often come into direct contact with the company’s customers.
12. Customer Experience Team of the Year-
This award is open to any Customer Service team that’s always goes an extra mile in satisfying its customers and its members are willing to help each other achieve this goal.
13. Young Innovative Leader with Excellence Appreciation -
This award is open to a young Liswati that has come up with an innovative idea with evidence of going an extra mile to help improve service delivery and livelihood in Eswatini.
14. Customer Centric corporate of the year -
This award is open to a large corporate or parastatal with outstanding customer service and a well-defined customer service charter.
15. Customer Centric Small business of the year -
The award is open to a local owned small business with outstanding customer service.
16. Customer centric Leisure or Tourism organization -
This award is open to a tourism organization that has out done it self in creating a customer centric environment for its visitors or guests.
THE ADJUDICATION PROCESS
The Judging Committee consists of captains of industry, academics, and professionals actively involved in the customer service profession with three local Adjudicators and two International.
Adjudication Criteria
The adjudicating team will use Mystery shopping, Self-evaluation and public polls as the judging criteria. Each of the components will carry weights which will be determined by the adjudication committee. For self-evaluation the adjudicating team (appointed auditing committee) will visit participants to make sure they practice what they submitted in the self-evaluation submissions. Mystery shopping will be done anonymously and public polls will be conducted electronically online.
Public Surveys
Public polls will be taken as is and will contribute a weighted index in the adjudication process. The public will be asked to vote for the best companies in each sector and the overall winners.
The marketing and promotion of the awards rests solely on the organizers and certified partners.
Confidentiality
Information provided by applicants in their submissions is treated as confidential and is not released without approval of the participating organisation.
Entrants must provide the name and telephone number of a representative who may be contacted to provide clarification or further information
Mystery Call/Shopping
Mystery shoppers will look at all aspects of the service provided in terms of staff interaction and the range of services on offer as appropriate to the needs of customers.
The mystery shopper will pay particular attention to –
- • The initial impact of the business.
- • Physical evidence i.e. ambience, environment of service centres or customer touch points etc.
- • How the staff interacts with customers and enhance the customer experience.
- • How the business exceeds customer expectations.
- • How the services provided delight the customer
i. First Impressions
Standard of cleanliness & tidiness; access, use of windows; lighting; layout; signage, corporate identity;
Acknowledgement of customers by staff: welcome; staff availability and presentation
iii. Services
Range of services on offer, relevance to customer requirements; availability and accessibility of services to customers; comfortable environment;
Product knowledge; efficiency; customer service, customer interaction, information giving and selling skills; friendliness; willingness to help
v. Overall Experience
The customer experience; lasting impressions