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Brother Canada recognized as a world-class leader in customer service for the second year in a row

Dollard-des-Ormeaux (QC) - November 19, 2012 - Brother Canada was awarded the prestigious Call Center World Class Call Certification by the Service Quality Management (SQM) Group at a gala awards ceremony in Las Vegas on November 16th, 2012. This is the second year in a row that the leading business machine company has earned this esteemed distinction. The SQM Group benchmarks over 450 leading call centers across North America every year.

According to Lina Racaniello, Director of Marketing at Brother Canada, receiving this world-class distinction for a second year in a row is a testimony to the company’s commitment to deliver a superior customer experience. "We are extremely proud to have been recognized again by the SQM Group," said Racaniello. "Our corporate culture is based on exceptional service and this award reinforces that we’re on the right track."

The SQM Group awards the World Class certification based on a center’s ability to consistently resolve customer calls and achieve customer satisfaction at the highest-possible standard. In order to receive the certification, at least 75% of the calls managed by Brother Canada’s contact center were required to be at the world class level for six months or more in 2012. Brother Canada’s contact center employs 33 customer service specialists at its headquarters in Dollard-des-Ormeaux, Quebec.

The SQM Group also recognized 14 Brother Canada customer service agents as World Class Customer Representatives, a testament to their consistent and exceptional ability to deliver a positive customer experience, resolve customer issues and inspire their colleagues to go the extra mile. The research firm also awarded one of Brother Canada’s Supervisors with a World Class Certification with an overall average of 81% for her team.

About Brother Canada:

Brother Canada was established in Montreal in 1960 and is part of a worldwide network of companies belonging to Brother Industries Ltd, of which the corporate headquarters is situated in Nagoya, Japan. Active in over 100 countries, Brother markets a wide range of business machines and home appliances known for their reliability, ease of use and versatility at affordable prices. Numerous Brother products have been awarded significant honours.

Recent awards for the company include: the PC Mag Reader’s Choice Award 2012 for best-in-category overall satisfaction, satisfaction with reliability, and likelihood to recommend ratings. It also won the PC Mag Reader's Choice Award 2011 for the quality and reliability of Brother B&W and colour laser printers and all-in-ones, and the internationally recognized iF Product Design Award 2011, commending seven Brother products for their innovation and quality of design. Brother Industries Ltd. is a 6 billion-dollar (USD) company employing more than 29,000 people operating in 44 countries and regions around the globe.

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