Seton recognises employee contribution to award-winning customer service

  • 2 Jul 2015

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

Latest news


C-TEC’s Hush ActiV domestic fire system elevates protection at new apartment block

Hush ActiV, C-TEC’s innovative new BS 5839-6 domestic fire alarm system, is providing first-class fire protection at a luxury apartment block in Bolton.

Posted in Articles, Building Industry News, Case Studies, Facility Management & Building Services, Health & Safety, Innovations & New Products, Security and Fire Protection


Uzin Utz UK to continue fundraising for the NHS

Over the past year, Uzin Utz UK has been fundraising for the University Hospitals Coventry & Warwickshire (UHCW) Charity, to show its appreciation to our NHS heroes.

Posted in Articles, Building Industry Events, Building Industry News, Building Products & Structures, Charity work, Floors, news


Builders’ Merchants’ December sales up on 2019 - BMBI

Sales to builders and contractors by Britain’s builders’ merchants in December 2020 were 8.8% higher than in the same month the year previous, according to BMBI Stats. 

Posted in Articles, Building Associations & Institutes, Building Industry News, Building Products & Structures, Building Services, Building Systems, Civil Engineering, Hard Landscaping & Walkways, Landscaping, news, Posts, Timber Buildings and Timber Products, Walls