Waterloo Air Products is the first UK manufacturer of air distribution products to join the Institute of Customer Service.
Waterloo engages with a wide variety of customers from the public and private sectors. High levels of customer service are an essential part of its customer interface.
The Institute of Customer Service helps companies to improve their business performance as well as the way in which they interact with customers and address their expectations. It offers a variety of tools that include professional qualifications, training, research and benchmarking and personal development programmes that can deliver tangible benefits
“Customer service has always underpinned our operations,” Waterloo managing director Ron Edmondson said. “The company is a strong advocate of continuously improving standards and the way we interact with our customers not just at corporate level, but individually as well.
“Everybody in the company has a role to play. We recognise that there are strong links between customer satisfaction and employee satisfaction. By investing in further training through the Institute of Customer Service our employees will be empowered to deliver higher levels of their own customer service.”
As members of the institute, Waterloo will use its benchmarking and accreditation scheme to help ensure that its staff benefit from training and development using the latest tools to support continuous development and improvement.
Waterloo is already initiating surveys internally and externally to gauge employee’s individual views on the business as well as customers’ perceptions. The data gathered will provide valuable information that will help Waterloo strengthen its relationships with its stakeholders.
“We continually strive to deliver company-wide excellence in customer service. Becoming a member of the Institute was a natural progression for Waterloo that will build on our own internal processes, measure our performance and help to set new standards,” business development manager Rachel Roots said.