At STH Westco, we are committed to making life easier for our customers. And, with service excellence at the heart of this promise, we believe in meeting our customers’ needs, whatever they may be.
That’s why, as well as developing, sourcing, and providing products that satisfy the most demanding heating and plumbing projects, we also invest in ongoing service improvements to help our customers get the most out of working with us.
Elevating the customer experience
Earlier this year, as part of our unwavering commitment to ongoing improvement, we appointed a new Contact Centre Manager with a focus on improving customer communications and ensuring that each interaction you have with our business is handled with the utmost care and professionalism.
By implementing industry-leading best practices, we’ve also been working hard to streamline our customer service operations, leading to quicker response times and improved overall satisfaction levels.
We are delighted to report that we have seen improvements across the board.
As well as answering calls quicker, our data shows that there has been a reduction in missed calls and bounced calls, and that we are phoning more miss-calls back.
Precision in every order
We’ve also been working to enhance the accuracy of order intake. By implementing robust quality control measures and working closely with our sales and fulfilment teams, we strive to ensure that each customer order is accurately captured, enhancing the efficiency of our order processing system.
What’s more, buying from STH Westco & Francis Kitchen and Bathroom has never been easier with a new, user-friendly form that ensures a smooth and hassle-free buying process. And, of course, we continue to offer in-depth tracking, delivery updates, and free & next-day delivery options.