It was with immense honour that our COO Tim Donoghue and our Community Engagement Manager Emmanuelle Clément, collected our award for Customer Service Provider of the Year, at the 2021 FMC Dental Industry Awards.
To say we were hoping for the best but expecting the worse when we attended the award ceremony is an understatement. We were ecstatic to of been shortlisted for the awards and with some extremely stiff competition from the best providers in the industry, it was an honour just to have been acknowledged for our customer service, let alone WIN the award for it.
At TIO fantastic customer service is what we pride ourselves on and our team ensure that members are at the forefront of everything we do. It is embedded within our culture and all our decisions are based upon how they will impact our members, this is seen through our mission statement
TIO is committed to continuous learning and innovation. Our highly experienced, passionate team collaborates to provide a bespoke and professional approach to growing each element of your practice.
We established our Customer Promise Team, to ensure our members have the customer service experience that we as a business pride ourselves on: being customer centric and constantly striving to improve.
The goals we set for our Customer Promise are derived from the feedback we received from our members. The introduction of our Voice of the Customer Calls, allows us to hear their feedback, ideas, suggestions and issues our members face. We conduct NPS (Net-Promoter-Score) Surveys yearly and our team are targeted on ensuring we improve on our scores annually.
Part of our customer service promise is to offer our members additional value on their membership, this is achieved through:
- Separate team and clinical webinars, focusing on the orthodontic industries most relevant hot topics, to ensure our members stay ahead of the curve and their competitors
- Our preferred suppliers offer our members exclusive opportunities and preferential pricing with our key partners including Invisalign, SmileSnap, Dental Monitoring and many more
Despite the restrictions we have faced due to Covid and the inability to hold in person events and practice visits, our team have continued to offer an exceptional customer service experience utilising remote tools and tech.
We continuously work to ensure we go above and beyond for all our members, listening to what our customer wants, needs and making sure we do not become complacent with our customer service.
This award further reinforces that our TIO team really have put everything into supporting our members, their passion, skills and dedication to TIO is unparalleled!