How to achieve award-winning customer service

Seton was awarded the European Catalogue & Mail Order Direct Commerce (ECMOD) Outstanding Customer Service Award in June 2015.

In light of winning the title, the company has shared its ideas surrounding the best practice in customer service.

Getting close

When it comes to customer service, Seton’s Director of Sales and Customer Service believes that getting close to the customer is essential.

The company aims to build its services around its customers’ needs and desires.

Its customers are encouraged to feedback through regular surveys, Feefo and its ‘Packed with Pride’ slips, which are included in every order package.

Seton uses the information it gathers from its customers to deliver a competitive service.

Offering resources

Seton’s Legislation Watch is a free resource that offers regular information on workplace legislation and health and safety issues.

It has been designed specifically for customers, who rely on the company for expertise and advice.

Seton also provides its new employees with a training plan to achieve excellence. The company sets challenging targets in areas such as service levels and speed of despatch and delivery to ensure that it is equipped to provide exemplary customer service.

Results

In 2014, Seton achieved positive feedback scores of 95.1% for service and 96.4% for products. Following these results, the company was awarded Feefo’s ‘Gold Trusted Merchant’ accreditation.

It was also selected to join Google’s Certified Shop program; an invite that is only available to ecommerce sites that demonstrate a track-record of on-time shipping.