UCSM

Utility Customer Service Management Ltd.

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Customer Service Award

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You are now at the
Customer Service Award page

Excellent Customer Service Award Scheme

Background
Over the years of operation, the team at UCSM have had many dealings with Utility Companies.
Much of these dealings have been acceptable at best as many utility companies tend to be process orientated and often, these processes are not transparent and are difficult to follow.
Occasionally, an employee of a utility company exercises self initiative and goes that extra mile to help Customers – this action is very much appreciated.
Sometimes, the employee who does go the extra mile does so consistently and often with little or no appreciation from their employer.
It is in appreciation of these employees that UCSM introduced the “Excellent Customer Service” award.

The Award
The award is based on an independent objective assessment of the performance in the area of Customer Service based on strict criteria.
Nominations for the award can come from anyone but, assessment is made by UCSM based on the following criteria:
  • Empathy with the Customers needs.
  • Desire to meet the Customers expectations even though business systems/processes may hinder this.
  • Openness and honesty towards the Customer.
  • Consistent consideration towards the Customer.
  • Possibly working outside ones direct job remit to assist the Customer.
The actual award is in the form of the following:

  • “Excellent Customer Service” award certificate.
  • “Excellent Customer Service” award medal.
  • Personal letter for the awardees manager detailing the external recognition.
  • Entered into the “Role of Honour” on the UCSM website.

    The actual award is dated to detail the time when this recognition was made and does not expire. This is based upon the fact that the traits that causes people to provide excellent Customer service, whilst they can subside, they always remain with the person, often despite pressures against this.
    It is for these reasons, UCSM feels these people should be recognised for these achievements and reassured that their behaviour is very much appreciated – thank you.

    The Role of Honour

    Peter Spargo and Mark Boyce, Managing Director of UCSM Ltd.

    Award made in September 2010 to Peter Spargo from Openreach with Mark Boyce, MD of UCSM Ltd.



    Nigel Collins and Mark Boyce, Managing Director of UCSM Ltd.

    Award made in September 2010 to Nigel Collins from Central Networks (now known as Western Power Distribution) with Mark Boyce, MD of UCSM Ltd.



    Steve Cufflin and Mark Boyce, Managing Director of UCSM Ltd.

    Award made in September 2010 to Steve Cufflin from Severn Trent Water with Mark Boyce, MD of UCSM Ltd.



    Mark Boyce, Managing Director of UCSM Ltd. and Jenna Harman.

    Award made in March 2011 to Jenna Harman from Central Networks (now known as Western Power Distribution) with Mark Boyce, MD of UCSM Ltd.



    Mark Boyce, Managing Director of UCSM Ltd. and Helen Mabhena.

    Award made in October 2011 to Helen Mabhena from Wales and West Utilities with Mark Boyce, MD of UCSM Ltd.



    Mark Boyce, Managing Director of UCSM Ltd. and Debbie Watts.

    Award made in February 2017 to Debbie Watts from Scottish & Southern Electricity Networks with Mark Boyce, MD of UCSM Ltd.



    Mark Boyce, Managing Director of UCSM Ltd. and Deena Read.

    Award made in February 2017 to Deena Read from Western Power Distribution with Mark Boyce, MD of UCSM Ltd.









    Awardees wishing to be removed from the website can request this direct with UCSM.




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