30491_30491_QUOTES-TEAM.jpg

Seton recognises employee contribution to award-winning customer service

  • 2 Jul 2015

  • Share

ECMOD Awards Founding Director Jane Revell-Higgins commented:

Seton’s award-winning quotes team

“There was a complete focus on the customer throughout all departments in the business.”

It is clear that the customer is at the centre of everything Seton employees do, whether they work in the customer service centre or in the warehouse packing orders

First Call Resolution

Sales and Customer Service Supervisor Alex Callow explains Seton’s key performance indicators which motivate customer service reps to achieve excellence:

“Here at Seton we put the customer at the heart of everything we do. Our training plans and call quality evaluations are vital to ensuring the team are fully equipped to serve our customers to the highest standard of care.

‘First call resolution’ is when a customer issue is resolved the first time they contact us, and this is a key performance indicator that we constantly strive to improve upon. The concept of ‘perfect orders’ is also very important to us – this means ensuring orders are placed correctly, packed well, and delivered on time.”

Packed With Pride

Ralph Walmsley, Operations Manager discussed how non-customer facing employees contributed towards the award-winning service with its ‘Packed with Pride’ scheme:

“The whole warehouse team are focused on delivering consistent first class service, and that means constantly reviewing our methods to see if they can be improved.

The most important opinion on how we’re doing is the customer’s, so to ensure we get direct feedback we’ve introduced ‘Packed with Pride’.

This is a personal message and a commitment to quality from the packer to the customer, bringing a human touch to the process of packing an order, and providing a mechanism for the recipient to reply back with any comments on their consignment. Judging from the responses we receive, it’s a concept and a service that our customers really appreciate.”

Leave a Reply

More articles

CMS Window Systems

CMS backs employee fairness initiative with Scottish Business Pledge

CMS Window Systems has partnered with the Fairness Commissioner in North Lanarkshire at a special event to encourage businesses to sign up to the Scottish Business Pledge.

Posted in Aluminium Products, Articles, Awards, Building Industry Events, Building Industry News, Building Products & Structures, Building Regulations & Accreditations, Posts, Windows

  • Share
Contour Heating

What Colours Are Available For LST Radiators? - A Contour article

You are empowered with complete control of colour of your low-surface temperature radiators with Contour LST radiators, suiting your designs & environments.

Posted in Articles, Building Industry News, Building Services, Health & Safety, Heating Systems, Controls and Management, Heating, Ventilation and Air Conditioning - HVAC, Interior Design & Construction, Interiors, Posts, Research & Materials Testing

  • Share
Vent-Axia

Vent-Axia Supports Clean Air Day 2018

Leading British ventilation manufacturer Vent-Axia is supporting Clean Air Day, taking place on Thursday 21 June.

Posted in Air Conditioning, Articles, Building Industry Events, Building Industry News, Building Services, Health & Safety, Heating, Ventilation and Air Conditioning - HVAC, Interiors, Posts, Research & Materials Testing

  • Share
Rinnai

Carry on caravanning with Rinnai - ideal for all commercial sites

Rinnai, the UK leader in hot water heating units and systems for all commercial and residential sites, has recently completed an installation at a caravan park and holiday multi-activity centre.

Posted in Articles, Building Industry News, Building Services, Case Studies, Heating Systems, Controls and Management, Heating, Ventilation and Air Conditioning - HVAC, Posts

  • Share