It’s all smiles at Denplan with the UK’s leading dental payment plan specialist achieving a hat-trick of recognitions at the Top 50 Companies for Customer Service awards.
Denplan was recognised as second in the UK for email service, third for call service and scooped first place in the award category for Best Service Provider.
Held on Thursday 23 October at London’s Park Plaza Hotel, the Top 50 Companies for Customer Service awards is one of the most celebrated events in the customer service industry and recognises companies who strive to deliver exceptional customer service. Adding to the glamour of the night were celebrity hosts Rachel Riley – Countdown’s co-presenter – and comedian Josh Widdicombe.
Run by the International Customer Management Institute (ICMI), the national awards come after months of intense judging led by mystery shoppers. Companies are assessed from May to August each year and are rated on key customer service criteria including how timely calls and emails are dealt with, how easy the process was for the customer, the reliability of the information provided, the knowledge of the customer service team, and how personalised the whole experience was for the customer.
Head of Customer Service at Denplan, Neil Warren, said: “We’re very proud to rank as one of the UK’s top performing companies for customer service once again. The teams have worked so hard to improve their performance year on year and we have increased to a score of 96.6% for the quality of our telephone calls from 95.85% last year. The whole team is passionate about providing our customers with the best possible service and I’m delighted that their efforts have been recognised.”
Ben Johnston, Correspondence Team Manager, added: “As part of Denplan’s focus to continually find ways to improve our customers’ experience, we restructured the department last year to form a team that specialises in email correspondence. This has had a direct effect on how quickly we can deal with enquiries and meant that we could increase our levels of personalisation so that every customer’s experience is unique.”