AM has announced a new category in this year’s AM Awards focusing on customer service. It takes the number of categories to 20.

The customer care award, sponsored by Arval, is looking for the company that offers exceptional customer service in every part of the business. It is open to franchised and independent dealers, repairers and bodyshops.

Carter & Carter will carry out mystery shopping, assessing everything (where applicable) from new car sales, used car sales and service/repair to enquiries and complaints handling.

The winning business will embody the following qualities:

  • Innovation and creativity in customer service for operational and strategic activities
  • All roles in the company underpinning customer service
  • Customer retention and loyalty as a growth plan
  • Proactive, flexible and creative approach to customer service with continuous improvement at the heart of the operational and strategic decisions.

    It’s now easier than ever to enter the AM Awards. Simply go to www.am-online.com and click on the AM Awards link to enter online, or contact Helen Bateman on 01733 468259, helen.bateman@emap.com for an entry form. The deadline is November 10, 2006.

    The form itself has been simplified and now takes less than 15 minutes to complete. Carter & Carter will carry out the assessments for all the retailer and aftermarket categories and, of course, the customer service award. This will be through a combination of on-site interviews and phone-based mystery shopping (customer service is phone-based only).

    AM and Carter & Carter will draw up a shortlist of companies for the judging panel: Stephen Briers, AM editor; Chris Oakham, Trend Tracker/analyst; John Whiteman, managing director, ICDP; Piers Trenear-Thomas, analyst; Nick Pratt from Carter & Carter.

    The AM Awards winners will be announced at the prestigious black tie ceremony at the ICC, Birmingham on February 21, 2007.

    AM Awards categories

    Headline awards
    Hall of Fame
    Personality of the year
    Retailer of the year
    Carmaker of the year

    Retailer
    Group – more than 10 sites
    Group – up to 10 sites
    Dealership – more than £10m turnover
    Dealership – up to £10m turnover
    Used car retailer

    Aftermarket
    Bodyshop of the year
    Repairer of the year

    Carmaker
    Best new car
    Best used car

    Innovation
    Customer service award
    Recruitment
    Training
    Innovation in property
    Marketing
    E-commerce
    Website of the year