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customer services andsales teams through to fast delivery, easy returns and everything in-between. But manufacturers can vary wiwidely in what they offer their wholesaler customers, so relationship building with those that have great customer service can be very beneficial. In fact, according to the ICS, trust is an integral motivator for dealing with an organisation and this trust is built by ving a c nsistent service experienc


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The human touch he human touch


With many digital options now available for taking customer calls, it can sometimes be hard o get hold of an actual human to answer questions or give advice The introduction of these systems was, at least in part, to potentially provide a swiftf er service. Butmore than half of customers still prefefer talking to a human on the o support its customers, companies lik


National entilation has a knowledgeable customer service team on hand to talk to wholesalers. And it doesn’t stop there.. Any worries about a lengthy wait for phone calls to be answered can be eased by National entilations t


ithmany digital options now available fofor taking customer calls, it can sometimes be har to get hold of an actual human to answer questions or give advice. The introduction of these systems was, at least in part, to potentially provide a swifter service. But more than half of customers still prefer talking to a human on the phone Tophone. To support its customers, companies like National Ventilation has a knowledgeable customer service teamon hand to talk t wholesalers. And it doesn’t stop ther An or ies about a lengthy wait fofor phone calls t be answered can be eased by National


Ventilation’s two-ring policy to ensure customers are promptly responded to – by a person. Helpfulness and competence of staff is crucial in good customer service, says the ICS. And


are promptly responded to – by a person. Helpfulness and competence of staff is crucial in good customer service, says the ICS. And


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choos to buy fruyfroma company that has great customer servic A to the lates customer servic satisfactionindex published b the Ins Customer Servic satisfactionrec officemanager at


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Ventilation, talks about what makes ex ellen whygoing the extra mile is so importan


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when it comes to getting questions answered or ecommendationsmade, wholesalers need o be sure that an one they are talking to is nowledgeable and, where needed, has echnical expertise. By wor


manufacturers that train all their staff to a high level, wholesalers can rest assured that they ar being given g eat advice. For example, National entilations customer services staff can strip down fafans to talk through each step with customers on the phone


manufafacturers that train all their staff to a high level, wholesalers can rest assured that they are being given great advice. For example, National Ventilation’s customer services staff can strip down fans to talk through each step with customers on the phone.


Finding the right solution inding the right solution


The ICS cites complaint handling as another k area fofor good customer service When


The ICS cites complaint handling as another key area for good customer service. When


troubleshooting, wholesalers should appreciate a eamthat always go the extramile to resolve an issues and is dedicated to finding a positiv


troubleshooting, wholesalers should appreciate a team that always go the extra mile to resolve any issues and is dedicated to finding a positive


April202 pril 2020 electrical wicalwholesaler | 23 020 ele lectric wh esaler 23


when it comes to getting questions answered or recommendations made, wholesalers need to be sure that anyone they are talking to is knowledgeable and, where needed, has technical expertise. By working withing with


st tute of


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