56 | FEBRUARY 2023
Business
Read online at www . proinstaller . co . uk
“ WHAT DOES IT TAKE FOR A TEAM TO ACHIEVE 97 % RIGHT FIRST TIME RATES ? HARD WORK !”
In the new year issue of Pro Installer , we kickstarted a series of features to get the complete picture of Universal Composite Doors . The introduction itself drew the comparison of Universal by name and Universal by nature ( definition : existing everywhere or involving everyone ), and the intrinsic link between the people , products and processes that makes up UCD ’ s USP .
Two positions that epitomise this are Denise Garwood , office manager , and head of production , Andy Turner . So , this month we turn the spotlight onto them to find out about their individual roles within the company , but also how they drive each other – and their departments – everyday to be even better …
Denise Garwood
Denise , what does it take to offer the best customer service ?
We have dedicated departments for the different requirements of the business , and we all work very closely together . We are always looking for ways to improve and streamline our processes so that we can be more efficient whilst giving excellent service . For me , when I started to look at the processes I wanted to put in place , I saw that we really needed to keep the customer fully informed every step of the way and this includes giving the news that customers don ’ t want to hear , but as a team giving constant feedback to our customers builds trust and they know we are doing all that we can to meet their needs . Also embracing new IT systems really do help the team to have clarity at any given time so that they can in turn give accurate and up-to-date information to our customers . We have implemented various standard operating procedures , but we also always welcome feedback from our customers as this enables the team to grow and learn how we can best serve that customer .
How do you measure and evaluate customer service ?
I have put some comprehensive KPIs in place , which we use as tools to look at areas where we can improve as a team , but also to see the great improvements we have made over the last year . As Andy will also mention , we have regular quality meetings to go through any issues and put processes in place to eradicate them moving forward .