AspenPointe Earns 2011 Excellence in Customer Service Award
Posted 10/13/2011
“True heroism is not a matter of chance, it is a matter of choice” was the message from keynote speaker Peter Lemon, a Medal of Honor recipient, at the Better Business Bureau’s Excellence in Customer Service gala Sept. 23.
AspenPointe accepted the 2011 Excellence in Customer Service Award for ongoing efforts the past two years to improve the customer experience at AspenPointe.
The customer service award program is designed to help southern Colorado businesses improve customer service practices, increase customer satisfaction and build better customer relationships. Businesses from the counties the bureau services don’t have to be members to submit applications to document the extent, quality and effectiveness of their customer-service practices. A panel of independent evaluators reviews the applications.
“This prestigious award from the Better Business Bureau is not only a testament to the hard work of the Customer Service Committee over the last year, but also of every single one of your daily efforts to consistently exceed the expectations of our clients and customers,” said President & CEO Morris L. Roth.
The final report said “AspenPointe’s customer service system is in the results stage of maturity, and the organization continues to improve. AspenPointe thoroughly evaluated results their existing customer service program, developed a new plan, and launched their improved system. Implementation of the plan is on track, and continues to be a work in progress. As the plan evolves and matures, accumulated data will provide additional opportunities for improvement.”
One key initiative of the effort is to improve and consolidate the tracking of customer service and quality. A couple key surveys were already implemented and one indicated that 98 percent of the 1,000 clients surveyed said they would recommend AspenPointe’s services to others.
In conclusion, Lemon said heroism requires strength in character and strength in action.
“AspenPointe leadership and staff have been vigilant about making the customer service vision a reality through focused action,” Roth said.
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