UrbanBiz is about people and it will always be focused on their needs. We work with some of the hardest to reach groups and so it is vital that we proactively engage with them and more importantly, remain engaged. The Customer First Standard has helped us to develop our services by establishing systematic processes so that this is achievable.
We understand our responsibilities to our customers and seek to gain the trust of everyone we work with and aim to enhance the effective relationships we have with our clients and partners.
The assessment process took us through the most effective ways of how to review, evaluate and monitor our performance regularly so that the needs of customers are always met. Since efforts made to obtain the award involved the whole staff team, it deepened our understanding of client needs as we obtained feedback and input from our front line staff.
Although we have always taken pride in the satisfaction of our customers, the accreditation has offered practical guidance and solutions. We place much time and emphasis on forging strong links with our customers and so the Standard has added value to our existing customer service, putting us in a great position to deliver innovative and demand led services with the interest of our clients at the fore front of what we do.
As a direct result of Customer First, we now have a fully functioning HR system which meets the requirements of our staffing needs. In addition we will be investing in a bespoke Customer Relation Management System early in the New year to bring together multiple project databases in to one central area and thus further assist us in good client management and marketing strategies. Both developments will allow us to operate much more efficiently and robustly. We have also gained a stronger credibility as a business support organization due to us being formally acknowledged for our dedication to customer satisfaction.
Charles Simpasa, UrbanBiz Commercial Director, emphasised the benefit of the Customer First Standard. “As a social business, UrbanBiz seeks to open the doors of economic opportunity for disadvantaged communities. With this in mind, we continuously strive to be the best at what we do for the benefit of our clients and so we are delighted to have received this accreditation. It has enabled us to put new systems and processes in place as well as invest in other areas that will allow us to deliver our services in the most effective and robust way.”
The Standard offers consistency and clarity where customer service is concerned. As businesses, we all like to believe that our customer service delivery is to the highest possible standard and this accreditation adds real value to our efforts. It proves to our clients and partners that we are committed in offering the best quality of service, for them.
