Customer Service AwardBack to Winners
Sponsored by Barclays
Sleeping Giant Media is a digital marketing agency based in Folkestone, driven to understand its clients’ needs.
With its model built on reputation and referrals, high-quality customer service is key. To maintain this, the management is constantly improving all aspects of the company.
Last year, the business saw an increase of 100% successful client calls compared to the year before – a call where the client’s queries are answered or other help is given.
On top of this, there were £626,523 up-sales in 2018, which is any additional work acquired from customers outside their budgets, compared to £515,228 in 2017. Last year also saw an incredible 96% customer retention rate and 30% referred Sleeping Giant to a friend. The business has a six-month ‘onboarding’ process, allowing new staff to learn about the high standard of customer service expected.
And both staff and managers receive regular training about the importance of customers, communication and public speaking. To learn what the customer wants, the head of client services regularly communicates with them to get feedback.
Senior brand and marketing executive, Amber Vellacott, said: “We foster an open and honest culture, meaning support and guidance is always available at every opportunity.”
All client emails also go through a filter system to flag up any problems, so they can be sorted straight away. Employees are rewarded for improving customer service, with an up-sell king or queen teams announced at the monthly ‘company catch ups’, to motivate staff. Miss Vellacott added: “We look to delight our clients by empowering our staff.”