Seton shares best practice
28 July 2015
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."
Customers also rely on Seton 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.
Seton also provides new employees with a rigorous training plan in order to provide an award-winning customer experience.