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JUDGING PROCESS
Following receipt of applications, an independent judging process will be undertaken on each application received - this will involve two mystery shopping visits where the centre will be audited using the new BCSC Customer Care Audit.
New look audit with greater focus on
customer service!
These mystery shopper visits will take place at different times of the day to ensure that both busy and off-peak periods are assessed. An overall score will be awarded to each centre and a short-list of entries will be taken forward in each category (note: the Awards Jury reserves the right to limit this if the initial mystery shopping exercises find insufficient entries of sufficiently high calibre).
The short-listed centres in each category will then be visited for a third time by the judges.
A small number of merits / commendations will be awarded at the presentation ceremony in March 2011 to centres that demonstrate customer service excellence.
NOTE: All entrants will receive a copy of the mystery shopper reports - useful feedback in responding to highlighted areas of development - and of course in celebrating areas of success!
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