We’re delighted to confirm that MSL’s first Quarterly Customer Champion Award has gone to joint winners, Danni and Lewis, who have both notched up a significant number of compliments.

Customer champions

At MSL, we put our customers at the heart of everything we do. We work in the service industry and know that when one of our customers has a need to call they are probably stressed and will be suffering inconvenience as a consequence of an accident.

We are here to get them back on the road quickly and to reduce any inconvenience as soon as we possibly can. The service we provide is so important to our customers and we like to recognise and reward great service via our Customer Champion Awards.

We’re delighted to confirm that MSL’s first Quarterly Customer Champion Award has gone to joint winners, Danni and Lewis, who have both notched up a significant number of compliments.

We got their thoughts here on what it takes to deliver customer service excellence.

What do you think are the essential elements of a great customer experience?

Danni: Being polite, friendly, actively listening and keeping the client up to date all help build up a strong rapport.

Lewis: Being personable and adapting to each client, but I also enjoy assisting people and being courteous when taking a call.

What do you consider stands you in good stead when dealing with customers?

Lewis: I would like to think I am approachable and take the time to understand our client’s needs. The training I received when joining MSL is key to how well we provide our service.

Danni: Trying to always have a genuine conversation with the client and taking an interest in their lives and the impact the accident has had.

Why do you think MSL is getting the customer journey right?

Lewis: We all make a conscious effort to go above and beyond and it is something which is emphasised throughout the company from induction onwards.

Danni: We care about our clients and aim to show that we care by trying to help as best as we possibly can and understand their needs. We very much take into account how they are feeling and what help, guidance and action they are looking for.

Glen Eastwood, MSL’s Managing Director, commented:

“It’s great to see Danni and Lewis win MSL’s first Quarterly Customer Champion Award. Both have worked extremely hard to deliver fantastic customer service and that has shown through in the positive comments received from our customers. What also pleases me is that the entire team embraces our ‘customer first’ approach, with everyone constantly looking for ways to improve our customer journey further still.”

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