Customer service investment pays off for Hurst

Published: 16th August 2022

Hurst Doors commitment to caring for its customers customer service and investing in its workforce has been demonstrated after two of its team were awarded with their Level 2 Diplomas in Customer Service.

Claire Gilbert, of the Aftercare Team, and Business Support Assistant Charlotte Towle both completed the course in under 12 months.

The training, which was provided by Sarah Van Der Eykyn from Ideal Training Solutions, involved 20 units covering all aspects of customer service, including managing customer expectations, dealing with conflict and challenges, understanding customer’s needs and how to operate effectively in a way that contributes both to the business and customer relationships. The training involved knowledge questions and observations on a face-to-face basis.

Claire, who started with the customer care team but is now in the Aftercare Department, said: “It was completely different to any other course I’ve attended, and I really enjoyed it. It helps on all levels as we’re handling regular customer enquiries either by telephone or email. It gives you that confidence to be able to help customers with any situation as and when needed.

“Customer Aftercare requires us to assist customers with various issues, and I found the course very useful in terms of remaining calm and professional when finding a solution for customers. Hurst has really encouraged me to get to this next level, and I couldn’t have asked for any more support from them.”

While Charlotte has a split role and predominantly works in the marketing department, she also supports the customer care team and is very customer focussed.

“The course provided great insight on how to treat customers with respect and empathy. Sarah was also a great help and available to discuss ideas at any time via email or through regular meetings,” said Charlotte.

“Hurst were also incredibly supportive and let me take time out of my working day to attend sessions and assisted me with putting together the evidence as required for my personal development plans.”

Sarah, who assessed the duo and has worked with Hurst for just over a year helping to upskill staff, commented: “Charlotte and Claire worked hard, and their knowledge was excellent. The course has given them the principles of how to approach every situation, a better understanding of dealing with customers over the phone, and a good standing to progress further should they wish..

“Hurst are brilliant, they’re supportive and have provided workbooks to help and as much support as they can during observations. I can’t fault them.”

Hurst has been hugely encouraging of staff to take extra qualifications to make sure the company can offer the best customer care they possibly can and has also expanded its aftercare support team.

Mark Atkinson, Hurst’s Sales Director, said: “Our people are central to our business and Claire and Charlotte put in a great effort. We have invested in upskilling our team, so they become more efficient and effective in their roles, which in turn helps support our customers, increasing customer satisfaction and securing long term partnerships.”

PICTURE CAPTION: FIRST-CLASS SERVICE (L-R) Kevin Wheatman, Hurst’s Director/General Manager, Claire Gilbert, Charlotte Towle, Sarah Van Der Eykyn, and Mark Atkinson.