Editor’s Note / Contents


EDITOR Deborah Eales E-mail: deales@datateam.co.uk Tel: 01622 699198


PUBLICATION& EVENTSMANAGER Mike Gammon E-mail: mgammon@datateam.co.uk Tel: 01622 699142


SALESMANAGER John Wilson E-mail: jwilson@datateam.co.uk Tel: 01622 699127


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Customer service and telephone etiquette – ring any bells?


of Brits” are unhappy with electricians’ telephone manner. So I wondered how electrical wholesalers score in this respect. According to Mark Williamson, Sales and


I


Marketing Director of PH Media Group, which conducted the research: "Poor call handling is a constant bugbear for the British consumer but, despite this, it appears electrical contractors have still not risen to the challenge of achieving best practice." In fact, their study of 1,000 consumers found that just 23 per cent of respondents were pleased with electricians' phone manner. According to Mr Williamson: "There is perhaps


a tendency among companies to focus their attention and budgets on visual marketing and internet presence but the telephone remains a crucial aspect of branding, marketing and sales." It doesn’t matter which line of business you’re in, using appropriate telephone etiquette is essential. Adds Mr Williamson: "Responding to calls quicker or establishing a set practice for answering the phone both represent a good start but true best practice can be achieved by implementing tools such as on-hold marketing – bespoke voice and music messages that are played on hold – in order to establish top-class service and a congruent brand across all touchpoints with customers." That’s all very well, except that many of us


NEWS


6 INDUSTRY NEWS Market and industry update


12 INSTALLATION NEWS Case studies from around the industry


FEATURES


17 HEATING Learn about heat interface units with Heatrae Sadia


23 LIGHTING AND WIRING ACCESSORIES Being creative with lighting in boutique hotels


29 WIRING ACCESSORIES Smart solutions for assisted living


33 SECURITY Taking advantage of the growth in the CCTV sector


REGULARS


10 COVER STORY (Super Rod) 15 EDA UPDATE INDUSTRY COMMENTS


5 The heat is on, by Chris Stammers, MD at Dimplex


SEPTEMBER 2015 VOLUME 54 NUMBER 09 Electrical Wholesaler is


www.ewnews.co.uk


proud to support the Electrical Industries Charity


21 YESSS Electrical discusses the latest lighting developments 27 A need for standards in LED dimming 37 ErP Directive labelling explained 38 APPOINTMENTS 38 ELECTRICAL INDUSTRIES CHARITY 41 COMPETITION Win a Playstation PS4 with Kidde


43 PRODUCT FINDER 48 RECRUITMENT 51 BUYERS GUIDE


September 2015 electrical wholesaler | 3 30 27 23


ndulge me while I revisit the theme of customer service. Recently, I received the results of a survey telling me that “the majority


have been driven barmy by dreadful music and multiple choices while we wait to speak to a real human being! I cast my net around and came up with a few tips on customer call handling. Without wishing to teach granny to suck


eggs, it doesn’t hurt to be reminded… 1. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.


2. Before placing a caller on hold, ask their permission first and thank them.


3. It is better to return a call than to keep someone on hold too long. 4. Remember to return calls. 5. Do not let the phone ring more than three times. 6. Always use a friendly tone. 7. Never interrupt the person while he/she is talking to you. 8. Do not answer the phone if you are eating or chewing gum. 9. Do not give the impression that you are rushed. 10. Return calls promptly. Interestingly, I bet those same electrical


contractors with poor telephone etiquette would be the first to complain if you get it wrong. Oh, the irony!


Have a good month,


Deborah Eales Editor


deales@datateam.co.uk 5


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