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

Durapipe

Durapipe's Vulcathene reaching new heights

Continuing to drive innovation in laboratory drainage solutions, Vulcathene Chemical Drainage (from Durapipe) has launched a new Adjustable Anti-Siphon Trap.

Posted in Articles, Building Industry News, Building Products & Structures, Building Services, Drainage, Drainage Services, Drainage, Guttering, Soffits & Fascias, Innovations & New Products, Pipes, Pipes & Fittings, Plumbing, Posts, Waste Management & Recycling

  • Share
Collage_Fotor_Fotor

Futurebuild announces plans to host Innovation Zone

Futurebuild has been announced as an Official UK Government Innovation Partner as it announces its plans to host Innovation Zone at the 2019 event.

Posted in Articles, Building Industry Events, Exhibitions and Conferences, news

  • Share
Safeguard Europe

Safeguard research shows homes at risk despite damp treatment

Research from Safeguard Europe has suggested that homes nationwide could be at risk from rising damp, despite being equipped with chemical damp-proof courses (DPCs).

Posted in Articles, Building Industry News, Building Products & Structures, Damp & Waterproofing, Posts, Research & Materials Testing

  • Share
Aspex

Aspex launches new flush skirting system

Aspex, amongst the UK’s leaders in architectural ironmongery and doorsets, has strengthened its Novista system with a new flush skirting system.

Posted in Aluminium Products, Architectural Ironmongery, Articles, Building Industry Events, Building Industry News, Building Products & Structures, Building Systems, Doors, Exhibitions and Conferences, Innovations & New Products, Posts, Retrofit & Renovation

  • Share