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Success at Ayrshire Business Awards

Published 31st October, 2011 by Neil Nixon

Success at Ayrshire Business Awards

Scottish based cleaning and security service provider, Sercon Support Services Ltd, is celebrating after recently scooping the award for Excellence in Customer Service at the Ayrshire Business Awards, where the company was also announced as a finalist in the Outstanding Performing Business over 25 Employees category.

The awards ceremony, which looks to celebrate the success in business across the Ayrshire region, recognised Irvine-based company Sercon for its focus on customer service and care. This success followed the company’s award entry and shortlisted presentation to the panel, which asked the company to demonstrate its customer service objectives and strategy, business performance, customer care activities, staff development plans and show how this has driven business growth.

In response to external market pressures, Sercon restructured its business and refocused the company’s activities around ‘service excellence’ in order to differentiate Sercon from its competitors and offer a better service to its clients by developing a service excellence programme. The programme was designed to provide key customer care training, as well as awarding employees that deliver excellent service through the Sercon Service Star award scheme.

A commitment to new software was also paramount in the objectives of customer care delivery, through the implementation of helpdesk software - NetHelpdesk - a bespoke ticketing system which allows the company to track and log all calls and enquiries to the company. The software was developed by the company’s IT partner Microtech Support - an IT support company based in Kilmarnock, Ayrshire.

Lorraine Stevely, managing director, said: “I am delighted. It is an affirmation of Sercon’s vision to deliver service excellence and to exceed our clients expectations at all times. We have worked hard this year to identify a strategy to continually improve our customer service through our clients and employee engagement. We have achieved this via new software, identifying advocates of service excellence in our company through our Sercon Service Star scheme and an investment in customer service training. But we wouldn’t have achieved this without the excellent efforts and hard work of our on-site staff that are our key assets and are the forefront of our customer service every day.”

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