The aim of the program, organized by the Institute of Management, is to improve the level of client service in Poland by gaining knowledge on model practices and awarding outstanding companies. The honorary patronage over the program has been taken by Danuta Hübner, the Minister for European Affairs from the Office of the Committee for European Integration.
More than 160 companies competed to get the title of a client-friendly company. Only 19 were approved. Within the project the organizers, with the help of pollsters from an independent polling firm TNS OBOP, have carried out a complete audit of procedures and actions related to client service on different stages of cooperation, from the first contact to servicing.
The stages of the competition comprised self-evaluation of the company and a questionnaire among the employees responsible for cooperation with clients (in BCC these were project managers, team leaders and department of client services’ employees), that tested their knowledge of client service procedures. Next came the so-called ‘a mysterious client test’, when pollsters tested the professional level of client service during the first contact, contacting the company, saying they were possible future clients and asking difficult questions.
The key part of the program and the one in which BCC scored high, was checking client satisfaction by the pollsters from TNS OBOP. BCC clients were asked to give general evaluation of their cooperation with BCC, the quality of service provided and to compare it with competition, as well as BCC availability through various means of communication.
The ceremony of awarding the title of CLIENT-FRIENDLY COMPANY took place on 20 November in the Westin Hotel in Warsaw, during the 4th Marketing Conference, organized by the Institute of Management. The title is awarded for a year.
