Sapphire’s Customer Service Focus

Sapphire Energy Recovery’s 2007 focus on quality service delivery went a step further last year when customer administration staff embarked on a study programme to improve effective customer service. Claire Childs and Sarah Mead, completed an NVQ Level 3 in Customer Service in December 2006 following seven months of study in house by Phil Gorst of PBC Associates who have helped devise other customer service training for Sapphire.

Sales and marketing manager, Ryan Mifflin said: “Claire and Sarah are our frontline interface with our customers, our processing sites and cement manufacturers. They manage our retailer connect facility which enables enquiries to be effectively and swiftly re-directed to the appropriate regional collector and they ensure the timed delivery of end-of-life tyres and the allocation of tyre chip to the final destinations is operated seamlessly.

“Claire and Sarah maintain a professional and friendly attitude whilst doing a difficult juggling act sometimes. They willing undertook to develop their skills through the NVQ route. Level three covered aspects such as understanding customer service to improve service delivery, improving relationships and recognising diversity in customer service.”