Teaming up for success

Mitsubishi Motors NZ has been named among the best customer care providers in the country, with its customer care centre wining more trophies than any other brand at this year’s CRM Contact Centre Awards. Its Porirua-based team entered in the under-50 seats category. It received its third consecutive supreme award for superior customer service and its fourth consecutive retail support services award. It also picked up its second gong in the online web/email category, while team member Tafaoga Kamoto was named one of four “favourite customer services representatives” in New Zealand. Haig Davidson, Mitsubishi Motors’ customer care manager, puts the success down to “never losing focus on delivering the best outcome for the customer, and passionate, knowledgeable staff who genuinely care about the person at the other end of the line”. He says: “Our team is committed to delivering on Mitsubishi Motors’ goal of making every customer feel valued and proud of their decision to buy one of our vehicles. We also recognise every customer and call is different. We treat each person individually and don’t have scripts. “Tafaoga Kamoto, who is only nine months in the job, is very good at picking up on what customers need and helping them through any issues. While we have a strong team mentality, it’s fantastic to see a new member receive recognition.” Head of sales and marketing strategy, Daniel Cook, adds: “Haig is a big part of the reason why our call centre staff are exceptional. Through a clear incentivisation and training programme, he has built a positive and rewarding environment – and a team that delivers outstanding service for our customers.” Organised by CRM Consulting, the awards have been running since 1997. This year’s winners were selected from a variety of call centres across 14 industries based surveys and mystery shopping results.