DOLLARD-DES-ORMEAUX (QC) — November 18, 2011
Brother Canada Recognized for ‘World-Class’ Customer Service
—Brother Canada was recognized as a world-class leader in customer service at a gala awards ceremony in Toronto on November 17, 2011. The business machine and home appliance company earned multiple distinctions from the SQM Group, which benchmarks over 450 leading call centres across North America every year.
Brother Canada was awarded the prestigious Call Center World Class Call Certification. Its call centre employs 33 customer service specialists at its headquarters in Dollard-des Ormeaux, Quebec. The SQM Group awards the World Class certification based on a centre’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 call centre were required to be at the world class level for six months or more in 2011.
The SQM Group also recognized 11 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.
Brother Canada customer service agent Sam Wong, an employee since 2008, was also named as one of 11 finalists for the SQM Group CSR of the Year award. As part of his awards submission, Sam wrote a moving story that embodied the importance of going above and beyond for a customer and not allowing any barrier to get in the way of resolving the customer’s issue while providing World Class Customer Service.
According to Martin Featherston, President of Brother Canada, the multiple world-class distinctions are a testament to the company’s longstanding commitment to delivering exceptional customer service. “Brother Canada’s philosophy is one of great people delivering a superior customer experience. Exceptional customer service is at the core of our business, a strategy that has helped us build customer loyalty in an intensely competitive industry,” he said. “As more and more companies outsource their customer service and call centres, our investment in our in-house team of specialists is paying tremendous dividends. The fact that our customer service is now recognized on a global scale truly puts us in a class of our own.”
About Brother Canada
Brother Canada celebrated its 50th anniversary in 2010. The company 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 2011 for the quality and reliability of Brother B&W and colour laser printers and all-in-ones, as well as 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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