By Stacey Lucas, Commerical and Marketing Director at Sontay.
I have been working in the customer facing side of Sontay for almost 18 years now and have seen many changes as the business has grown. One thing that has never changed is our commitment to offering excellent service and support to our customers. This culture and mind-set is obvious from the moment you join the company with an emphasis on treating customers how you would like or expect to be treated yourself. The team will go out of their way to help customers with their queries and enquiries to ensure they get the best experience possible. We have built up fantastic relationships with our regular customers over the years and also like to impress new customers with the level of service and support offered.
We regularly survey our customers and always score highly on how easy we are to deal with and how well we communicate with customers. All orders are confirmed with accurate despatch dates and on the rare occasion a part is delayed we advise the customer as soon as possible to reduce the level of disruption caused.
The internal sales team are on the front line, managing a vast amount of communication and interaction with customers on a daily basis. They learn and grow constantly by dealing with whatever enquiry comes their way and get great satisfaction from solving problems for customers. The role is not only a fantastic asset to the company in serving our customers’ needs but is also fulfilling for them personally.
Our technical support is always highly commended by customers for offering consistently excellent advice in product selection, applications and after sales support. This is what makes the “Sontay difference”. We don’t just sell a product – throughout the whole process from the initial enquiry through to the customer making their final installation and commissioning, we are there to offer service and support of the highest level.
It is a fantastic feeling to meet customers and them tell me what an excellent service they receive from us. They affirm to us that this is what makes the difference and keeps them coming back. We are extremely proud of the service we provide and the response we get back from customers. I guess you could compare the feeling of supporting a customer with that of helping anybody in need. It gives you that warm and happy feeling!
This attitude is in the DNA of the company.
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