Utilising Customer Service as a critical business function and the skills of our Global Service Engineering Team, we have elevated Customer Service to its highest level within CPS. It’s a far reaching, ambitious initiative designed to advance our customer offering by adding a significant layer of value that will differentiate CPS from others in the marketplace.
CPS has always been proud of its multinational heritage and extensive physical CPS representation around the globe. People matter at CPS, and this initiative shines the spotlight on our hard-working global engineering service team who work on site with customers every day.
How it works
The Customer Service initiative comprises two distinct component parts – Productivity Agent and Ambassador. Firstly, this a two-pronged approach that optimises the Customer/Engineer relationship. Secondly, it addresses the communication chain from the remotest parts of the world, back to the Head Office in the UK. The combination will deliver serious competitive advantage.
Agent Productivity training comprises soft skills – communication, confidence building, self-awareness and professionalism – and extends beyond maintenance to active management of the machines and operators to increase productivity and throughputs. This means having the assurance of structure – with each service engineer having a clear understanding of an SLA, their responsibility to it and what it means for the customer.
The Ambassador element nurtures a sense of pride in CPS and above all, involvement. The knowledge inherent in each of our long-established service engineers is being recognised and valued, with the Productivity Agent programme empowering each individual to rise to the challenge.
The Customer Service initiative in practice
The initiative has been in operation for 7 months, rolling out across the globe to ensure every individual feels they have a recognised and respected place on the global map and within the CPS family. CPS’ Customer Service Initiative is a key part of its overall growth plan, putting its people first to help grow each Customer and ultimately drive the company to leading player status in the global cash processing industry.
We would like to take the opportunity to recognise our 44-strong South African team with their Customer Service Awards.
A representative sample of our award winners:
