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Pepperells named best for customer service
Pepperells named best for customer service
24 July, 2023

Pepperells Solicitors have been recognised as one of the best in the industry for Customer Service by Conveyancer Insights.

Conveyancing Insights pose as buyers to glean information from estate agents about their conveyancing relationships, as well as mystery shop firms offering a conveyancing service via telephone and web chat. They monitor how the firm engages with customers
and experience first-hand how a customer is made to feel, how actively they are listened to and if they were made to feel valued.

They also check for clear and concise pricing and how the customer is communicated to. They have very strict scoring parameters to
ensure consistency.

Scores are marked for call handling, information gathering and the quoting process.

Shuhel Ahmed, Head of Residential Conveyancing, said: "We have an amazing team here at Pepperells and it’s great to see that the hard work and high standards that we demand from ourselves does not go unnoticed."

Stacey Marshall, Customer Service Manager, said “We have invested in many areas of the businesses and provided detailed conveyancing training to our call handlers, we have introduced a new electronic onboarding system for our clients and welcomed
trained customer service professionals from the hospitality and travel sectors into the firm. These changes, along with the high level of expertise that our legal teams offer mean that we regularly receiving 4* and 5* reviews from clients and agents alike.”

Pepperells are proud to have been recognised for their excellent customer service skills.