P22-23 Ventilation:Layout 1 18/03/2021 17:05 Page 22 Ventilation
At your service
The last year has seen the electrical industry face many challenges, with electrical wholesalers and manufacturers continuing to operate as an essential service throughout the pandemic. During these difficult times and going forward, good customer services has never been more important. Manufacturers are prioritising trying to support wholesalers to make their and their customers’ lives easier. Matt Dyer,office manager at National Ventilation, talks about what makes excellent customer service and why going the extra mile is so important.
effective and rewarding experience. And according to the Institute of Customer Service (ICS)’s January UK Customer Satisfaction Index, they are highly valued by customers. The report asked customers to identify the key areas of improvement for organisations they interacted with. The top five were:
E
lMake it easier to contact the right person to help me lBetter website navigation lMore friendly/helpful staff lMore knowledgeable staff lQuality of product/service
To be sure of great customer service, wholesalers should look to work with manufacturers who can already tick all of these boxes.
Getting it right It’s extremely frustrating to contact a company and not be able to get in touch with the right person quickly and via the communication channel of your choice. Whilst some prefer to pick up the phone, others would rather
22 | electrical wholesalerApril 2021
xcellent communication channels, quality products and the best staff. These are vital areas for manufacturers to hone when it comes to ensuring that working with them is an easy,
fire off an email or fill in an online contact form. Whatever choice, it should actually work! There are a number of ways companies can ensure they offer this to their customers. For example, National Ventilation readily provides all these contact options with their Sales and the Technical Support teams on hand to answer any questions. Whether a customer wants to discuss specification or design, product selection and availability, their staff are trained to a high level so that they know the answer. In fact, National Ventilation’s customer services staff can strip down fans to talk through each step with customers on the phone when needed.
Accessing information Visiting a website only to discover you can’t find the information needed, or it’s buried under an obscure heading, is enough to turn off any potential or existing customer. Websites should have a clear navigation menu that ensures that, not only can the information be easily found by a visitor, but that they don’t have to click through multiple pages to get to where they want to be. With the importance of information at the fingertips, a choice of digital challenges is an additional advantage. To this end, there are a growing number of manufacturers offering free Apps to help electricians and wholesalers easily find the products they need at the touch of a button. For wholesalers it means they can swiftly and easily find a product to show
ewnews.co.uk
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