Best Complaint Handling

For organisations that demonstrate a comprehensive strategy for dealing with customer complaints, delivering substantial business benefits as a result.

Best Customer Service

For organisations that provide exceptional service to their customers at every stage of their journey.

Best Use of Customer Insight & Feedback

For organisations that can successfully interpret the thoughts and feelings of their customers, and translate this knowledge into better performance.

Most Improved Complaint Handling

For an individual or company showing a marked improvement in implementing their complaint handling methods, and can show the impact this has had on both clients and the business.

Zero 2 Hero - Transforming Customer Relations

For organisations that have transformed or delivered significant improvements to their customer relations, effecting organisational change that made the customer experience better.

Vulnerable Situations

For an individual or company who can demonstrate fair treatment of customers in vulnerable situations. You should demonstrate the processes and policies which have improved handling complaints from customers in vulnerable situations, and show the impact on both the customer and the business. Vulnerable situations includes, but is not limited to: hearing, sight, language barriers and physical disability; mental health issues, low financial understanding and issues relating to the elderly like dementia; major life changes, childbirth, those suffering bereavement, family breakdown, illness or financial difficulties.

Best Use of Customer Service Technology

For a company that has taken advantage of the best technology in the industry to manage their complaints and direct the efforts of their staff, achieving great results in the process.

Best COVID-19 Initiative

The pandemic has changed customer habits and requirements: this award is for an organisation that has shown great responsiveness to meet these changing needs.

Diversity and Inclusion

For organisations making their workplaces more diverse and inclusive, putting in place policies to ensure everyone is treated with respect.

Best Virtual Contact Centre

For companies that have been delivering outstanding contact centre experiences without using a physical facility.

Financial Services

For money-managing companies, credit unions, banks, insurance companies, credit-card companies, accountancies, consumer finance companies, stock brokerages or investment funds that can demonstrate outstanding complaint handling.

Best Complaint Handling Team of the Year

For a group of complaint handling heroes who work consistently to raise standards and provide outstanding customer service.

Professional of the Year

For a manager or independent business consultant who can demonstrate exceptional professional standards in complaint handling.

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