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Waterloo joins the elite ranks of customer service

Waterloo Air Products plc 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 their customer interface.

The Institute of Customer Service helps companies to improve their business performance as well as the way in which they interface with customers and address their expectations. It offers a variety of tools that includes professional qualifications, training, research, benchmarking and personal development programmes, that can deliver tangible benefits.

“Customer service has always underpinned our operations,” comments Ron Edmondson, Managing Director of Waterloo and adds “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,” adds Ron.

As members of the institute Waterloo will use the Institute’s 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.

“Waterloo continually strives to deliver company-wide excellence in customer service. Becoming a member of the Institute was a natural progression that will build on our own internal processes, measure our performance and help to set new standards,” says Rachel Roots, Waterloo’s Business Development Manager.

The customer survey will be run by The Leadership Factor, who are an independent research agency that specialises in customer insight. If you have had recent experience with Waterloo, we ask that you share your thoughts on recent experiences with us by taking part in the survey.

All responses are completely confidential, and we will receive only grouped analysis, so please be completely honest with your feedback.

Click on the link below to take part:

If you would like to find out more about the UKCSI you can see the details at UK Customer Satisfaction Index.

Thank you very much for your support. We look forward to receiving your feedback.

For more information please contact;

Rachel Roots
Business Development Manager
Tel: 01622 711511