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Delight after brewing team secure award

By Burton Mail  |  Posted: June 18, 2014

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THE customer support teams at Marston’s have secured a customer service excellence award.

There were five main criteria for the award, with more than 50 parts to them.

The Marston’s teams were fully compliant with every element – and the assessment body said that the Shobnall Road based firm had passed with flying colours.

Rod Grainger, head of customer support at Marston’s Beer Company, said: “It’s a formal qualification that involved a huge amount of preparation and planning followed by two days of rigorous scrutiny of where we are, what we can do to improve, how to be better and what we can do to measure our progress.”

“The customer service teams provide outstanding levels of service,” said Paul Latham, the award’s assessor.

“There were no partial compliances and three parts were deemed to be worthy of compliance plus ratings, which is rare but thoroughly deserved.”

Mr Latha was with the teams for two days, interviewing individual staff and sitting in on live support calls, as well as looking at calls to customers and suppliers.”

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