In June 2015 Seton won the highly acclaimed European Catalogue & Mail Order Direct Commerce (ECMOD) Outstanding Customer Service Award. The company wanted to share their ideas around best practice in customer service to shed some light on why they were a cut above the rest against tough competition.
Chris Humphrey, Director of Sales and Customer Service, believes that getting close to the customer is the key to Seton’s success: “We put the customer at the centre and build everything we do around what they want and need. We listen to them through regular surveys, Feefo, and ‘Packed with Pride’ feedback slips in customer orders to understand how we can deliver a customer experience better than any of our competitors, and actually take action to make that happen”. Through Feefo, overall positive feedback scores for 2014 were: 95.1% for service and 96.4% for products. These high scores contributed to Seton being awarded ‘Gold Trusted Merchant’ accreditation from Feefo for the last two years running. Seton was also recently selected to join the Google Certified Shop program, only available to ecommerce sites that demonstrate a track record of on-time shipping and excellent customer service.
Seton is well aware that customers also rely on them for expertise. Legislation Watch is a free resource that provides regular, up-to-date, easy to digest information on workplace legislation, and health and safety issues. Feedback from readers confirms that this is considered an invaluable reference that enhances the reputation of Seton as an expert in health and safety.
In addition to listening to the customer and providing added-value resources, Seton provides new employees with a rigorous training plan to achieve excellence; and sets challenging targets in areas such as first call resolution, call quality measures, speed of despatch and delivery, and service levels in order to provide an award-winning customer experience at every step.