Essilor honoured for top-notch customer service

Essilor has been recognised for excellent customer service at the 2017 UK Customer Satisfaction Awards ceremony, which was held at the Hilton Hotel on Park Lane (7 March).

The lens manufacturer collected the award for the ‘Best Return on Customer Service Investment’ after the judges said the company “had realised a quantifiable return on its investment."

The company received the accolade for its customer service training on dispensing Varilux lenses, which resulted in higher customer satisfaction levels, higher lens sales and fewer non adaptation returns. 

As the first lens manufacturer to win one of these awards, Essilor managing director, Mike Kirkley, said that he was proud to have received the recognition from outside of the Optical industry and congratulated the teams involved in the training.  

He said: "It is a result of the great work by the team here and the incredible passion they have to ensure our customers are at the heart of all we do. It is a team award for everyone at Essilor." 

Essilor was one of 127 shortlisted organisations, including Virgin, Bupa and Barclays Bank, across 13 award categories. 

The Institute of Customer Service runs the annual awards ceremony, which celebrates organisations that place the customer experience at the heart of their business strategy and build a sustainable customer service culture.

The Institute of Customer Service chief executive, Jo Causon, said: "Organisations recognised by the Customer Satisfaction Awards have gone above and beyond to achieve outstanding service, and offer a standard for companies and individuals across the UK to aim for over the coming year." 

She added: "The key to success is for organisations to create a seamless experience for their customers, one which provides continuity in an increasingly disrupted world because by focusing on their overall experience, customers will be more likely to remain loyal and make positive recommendations."