‘First serve, then earn’ was the motto of the Endress+Hauser company founder, Georg H. Endress. More than six decades after the company was established, that ethos is still at the heart of everything we do.
We’re continually striving to improve our service to our customers and that’s why every three years we carry out a customer satisfaction survey to identify what we are doing well, what improvements we can make and how we can serve you better. We hope that the changes we’ve made as a result of feedback from the last survey at the end of 2014 will help to make us one of the best companies in the UK for customer service.
The latest survey, carried out on our behalf by globally respected business-to-business benchmarking company TNS, showed that we have made positive progress in all measurable areas and have significantly increased the number of customers who are highly satisfied with our service. But we are always striving to do better, and the survey highlighted that one area for improvement was complaint management. As a result, a company-wide initiative was launched to improve the way we handle complaints.
Customer service training
Internal sales staff were given training on how to recognise dissatisfaction and how to record information so that an effective resolution can be reached. Twelve people have been given overall responsibility for complaint management to ensure that customers’ problems are dealt with in a fair and consistent manner – but complaints can of course be raised with any member of staff. Areas for improvement are reviewed on a regular basis.
“We want to encourage more staff to take ownership of complaint management,” explains David Bean, Strategic Accounts Manager and member of the Customer Satisfaction Working Group.
“Our goals are to keep the customer informed every step of the way, so they don’t have to keep calling us to resolve their issue, and find a solution that everyone is happy with.”
All 200 Endress+Hauser staff have also received customer satisfaction training from an external agency.
Speak to a real person We’ve also made improvements to the way we answer phone calls because we know there’s nothing more annoying than being kept waiting on the line. We have introduced a ‘cascade’ system whereby calls are re-routed to other members of the team if individuals are unavailable. This means calls have a 99% chance of being answered and not sent to voicemail during office hours. We aim to answer all calls with three rings and you won’t get stuck in an automated system with endless options to select.
“We want to encourage more staff to take ownership of complaint management.”
David Bean, Strategic Accounts Manager and member of the Customer Satisfaction Working Group
Get in touch:
There are a number of different ways to contact us. We’re looking forward to hearing from you!
Call:
Sales: 0161 286 5050
Service: 0161 286 5150
Reception: 0161 286 5000
Email: info@uk.endress.com
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