Admitting that they hardly used the word ‘customer’ and that it was affecting their bottom line, Findel Education Resources of Hyde in east Manchester openly and honestly approached their issues, made a raft of difficult decisions swiftly and resolutely and most importantly, started listening to their customers – something they hadn’t done for some time.
Their business has improved leaps and bounds from where they were two years ago and the word ‘customer’ is now used on a daily basis at Findel Education’s Hyde, Nottingham and Enfield sites. “Putting the customer at the heart of everything we do” and “giving the customer what they want” are now firmly part of the company’s culture. Their Customer Voice feedback programme confirms that their customers think they are better than ever, but it’s always nice to be recognised – and that’s exactly what has happened, on a European, national and regional scale.
Delighted to have won the ‘Best Improvement Strategy‘ category ahead of Barclays and Virgin Media at the European Call Centre and Customer Service Awards on October 2nd, Findel Education have now added a further two prestigious customer service awards to their collection. Their latest accolades include coming first ahead of LV= insurance and others in the ‘Business Change or Transformation’ category of the UK Customer Experience Awards 2013, and picking up ‘Best Customer Experience Programme’ at the 8th Annual North West Contact Centre Awards, in a category which included Capita.
Findel Education’s back-to-basics, customer-focussed approach was hailed by the judges of the Best Customer Experience Programme award, who said the firm “have really nailed it”, going on to say “they have proven you don’t need to re-invent the wheel to get results and that excellent service is not rocket science. Keeping things simple is often far better than over-engineering things, as demonstrated here.”
Managing Director Tony Hillyer reiterated that everyone can play a part in putting customers first, saying “To win these awards is a fantastic achievement, and is recognition of the fact that the team within Findel Education Resources are now setting the standards for customer experience across our industry. Everybody in our business contributes to this every day, and it’s great to see these efforts rewarded on such a large scale.”
With Free Next Day Delivery, Price Match Promise, Hassle Free Returns and many other customer-focussed initiatives, Findel Education Resources really are practicing what they preach in striving to provide Best in Class customer service in a challenging market and demonstrating that tough changes can definitely be worth it.
Notes to editors:
For more information and for images and logos, please contact Oliver Hammond in Findel Education Resources’ communications team on 0161 303 3979, email email@example.com 07720 496 987.
About Findel Education
Findel Education Resources is a division of Findel plc, a quoted UK company with an annual turnover in excess of £490 million. It is the largest dedicated supplier of educational products in Europe serving state and independent schools from nursery to secondary level, hospitals, charities, and other educational bodies.
Findel Education – the choice for educational resources.
For more information please see www.findel-education.co.uk