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Trade supply is complex, and customer service in the window and door industry has a historically poor reputation.
Universal Trade Frames is committed to redefining expectations of service with a world class 98.5% OTIF.
Even with this exceptional record of delivery things do sometimes go wrong. Mismeasures, damage on site, and changes of plan are part and parcel of running an installation business, which is where Universal Trade Frames Customer Service and Aftersales team comes into its own.
Helen Regester, heads up the Customer Service and Aftersales function. A ‘problem-fixer’ she exemplifies this commitment.
The Day-to-Day with Helen
Helen’s day begins with a simple but essential ritual: coffee. From there, she dives into the critical task of checking emails and reviewing her diary to prioritise the day’s activities
One of the core elements of Helen’s role is maintaining and nurturing customer relationships.
She firmly believes that a good rapport with customers can significantly ease the resolution of any issues that might arise; “I think if you’ve got a good relationship with your customers, if something does go wrong, you can deal with it quite quickly and amicably,” Helen notes.
In Helen’s view, a key advantage of their customer service model is the ability to communicate changes and advise customers efficiently due to the established rapport.
Universal’s focus on quality and service has allowed it to grow significantly, with the fabricator now manufacturing 800 frames a week, including a rapidly growing premium offer.
Operating from a state-of-the-art 30,000-square-foot manufacturing facility, Universal Trade Frames offers the complete Residence Collection, including R9, R7, and R2. Additionally, they supply the Optima Flush from Epwin, the Spectus Vertical Sliding Sash Window, as well as the Spectus Fully Reversible and Tilt-and-Turn options.
Helen’s Role in Enhancing Customer Satisfaction
Helen sustains the high standards of customer service that Universal Trade Frames is known for.
She handles the after-sales service with a blend of expertise and empathy, making her an indispensable part of the company’s customer service framework. Her ability to prioritise and address customer needs swiftly ensures that any issues are resolved to the customer’s satisfaction.
The personal touch Helen brings to her role cannot be overstated. She emphasises the importance of having individuals who can build and maintain a good rapport with customers.
“I think if you’ve got people that have got a good rapport with the customer, then anything that needs discussing with them or they need advising, something’s changed, it’s easier for that person that’s got the rapport to do so,” she elaborates.
This ability to communicate effectively and empathetically with customers is a key advantage of Universal Trade Frames’ customer service model.
Commitment to Excellence
Universal Trade Frames’ commitment to excellent customer service is embodied in Helen’s dedication and approach to her role.
Her day might start with emails and coffee, but it quickly transitions into a focused effort to prioritise and resolve customer issues. This level of commitment is what sets Universal Trade Frames apart in a competitive industry.
Despite the challenges of handling after-sales service single-handedly, Helen’s efficiency ensures that customers always have a reliable point of contact.
This streamlined approach means that customers can trust that their concerns will be addressed by someone who is familiar with their history and needs, further solidifying the relationship between the company and its customers.
The Future of Customer Service at Universal Trade Frames
As Universal Trade Frames continues to grow, the foundation of strong customer relationships laid by Helen will be crucial. Her method of prioritising tasks and fostering positive customer interactions provides a blueprint for future customer service strategies.
In conclusion, Helen’s role at Universal Trade Frames highlights the importance of personalised customer service and the impact it can have on customer satisfaction and loyalty.
Her daily dedication ensures that the company’s commitment to excellent service is more than just a promise – it’s a reality that customers experience every day.
For more information about Universal Trade Frames product and service offer please call 01743 442244, or email info@utfl.co.uk.
