Ricoh has been successfully recertified to the Customer Service Excellence (CSE) accreditation, a recognition for its continuous improvement and innovation across Customer Service teams.
The CSE is assessed by Société Générale de Surveillance (SGS) – the world’s leading inspection, verification, testing, and certification company. The CSE evaluates business capability in setting and delivering against challenging targets for customer-focused service delivery while identifying areas and methods for improvement.
SGS has highlighted Ricoh’s Service Dashboard, which offered daily statistics tracking business as usual throughout the COVID-19 pandemic to provide useful KPIs during seasonal trends, local lockdowns, and recovery blips. The CSE noted that Ricoh offered clients a clear view of operational issues and effects, such as engineers having to self-isolate and engineers contracting COVID-19, among others. This provided additional client support through bespoke data for regions in different stages of lockdown, enabling the best understanding of issues affecting delivery.
The CSE also made special reference to Ricoh’s ‘Microsoft Print Nightmare’ guide, which gave customers as much information as possible to investigate an issue caused by a third party. SGS noted that this demonstrated how Ricoh chose to go the extra mile to assist customers regardless of whether an issue was caused by them or someone else.
Marco Pezzani, Customer Services Director for Ricoh said: “We are honoured that SGS recognised Ricoh’s commitment to delivering a high-standard and innovative customer service again. Ricoh has always considered the development of tailored and data-driven support for its customers as crucial and fundamental. The achievement of the CSE excellency encourages us to do even more and put increasing effort in developing innovative systems and growing bespoke client support”.
