Bury-based mail management and supplies specialist, The Mailing Room, is so committed to adding value to customers through excellent service that the company has invested up to £15,000 on training.
Providing all areas of mail room services, the company is a leading supplier to the public and private sector and has achieved good growth over the past year putting customer service at the heart of its business model. Customer services manager, Dawn Hamilton-Fishwick, recognised a gap in the company’s business strategy and brought this to the attention of the managing director. After carrying out extensive research on training companies, The Mailing Room chose MLP Training and hasn’t looked back since.
Explains Dawn: “At The Mailing Room, we believe that providing great customer service should be part of enjoying your job and our success is based on an enthusiastic team that enjoys coming to work and going the extra mile for our customers.
“Making that approach part of our company culture is an essential part of our business development strategy and the training with MLP has helped us translate that goal into a process that is embedded into every customer interaction.”
Alongside numerous training courses including ‘Coaching & Mentoring’, ‘Leadership Skills’, ‘Goal Setting & Time Management’ and ‘Confident Presentation Skills’, MLP has co-ordinated a dedicated customer service day for The Mailing Room, delivering a bespoke programme tailored to the company’s specific needs.
Dawn continues: “MLP spent so much time with us that they really got under the skin of our business and understood the individual training needs of each team member.
“Investing in a customer service day ensured that we have set out a blueprint for our staff, which involves every element of the delivery team, not just sales or customer facing roles.
“The result is a team that really understands the customer journey and their role in ensuring that it’s a positive experience from start to finish. I believe that this will help us differentiate in our marketplace and ensure that we win even more repeat business.”
A total of 12 employees have benefitted from the training courses, which have included a mixture of off-the-shelf proven programmes from MLP and bespoke training delivered at The Mailing Room’s own offices.
Mike Le Put, director at MLP adds: “Customer service is often what sets a great company apart from a good one and is the biggest single factor in customer retention. Given that it costs much more to attract new customers than it does to win new business from existing customers, putting customer service best practice at the heart of your business is a very smart commercial move and The Mailing Room has already seen valuable returns on its investment in training.”