We have been officially accredited with the Customer Service Excellence Standard, in recognition of its commitment to clients and dedication to quality.
The Customer Service Excellence Standard is a nationally recognised, government-backed assessment which rigorously tests various aspects of customer service, with particular focus on delivery, timeliness, information, professionalism, quality, staff attitude, user experience and measurement.
The Customer Service Excellence ® standard
The Government developed this accreditation for anyone in the service industry to measure their Customer Service and be tested on delivery, information provided, and its professional nature.
There is particular emphasis placed on furthering the foundation of good service delivery by continuing to enhance the customer’s user experience. The assessors look for developing customer insight and the implementation of robust measurements being used to enhance their customer’s service satisfaction.
Among the attributes that stood out for the firm in pursuing the assessment were its engagement with client feedback and culture of transparency, as well as its clear communication of service offering. The firm’s corporate social responsibility efforts were also significant, particularly the team’s efforts in helping vulnerable and disadvantanged individuals in society.
As well as achieving the Customer Service Excellence Standard, we are celebrating ten years of being accredited by Lexcel, the Law Society's legal practice quality mark for practice management and client care.
Commenting on the achievement, Barlow Robbins Facilities & Business Operations Manager Andre Botha said:
"This award further demonstrates to clients our ongoing commitment to delivering a high-quality service. Barlow Robbins has and will always put clients at the heart of its business, so we are delighted that this has been officially recognised on a national scale."
Ray Black, Partner and Chief Executive at Barlow Robbins, added:
"This accreditation was a great opportunity for us to evidence what we do as a firm when it comes to striving to achieve service excellence and to provide the framework for continual improvement. In an increasingly more competitive marketplace, it is more important than ever that we differentiate ourselves through a commitment to quality and excellence."