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The customer service function is a one stop call centre for tracking and dealing with our customers' requests, queries and complaints as quickly and efficiently as possible. 

All calls are monitored and we use the information to provide key business performance information, which is used to measure and improve the quality of the service we provide to our customers.

The call information is recorded in our call Track It system, allowing us to understand the exact detail of the call, how quickly it has been dealt with and the nature and effectiveness of any solutions that are provided.

Call analysis is distributed to all relevant departments within the business, to enable improved communication and understanding of our customers' needs and to provide us with a measure of our performance.

The department also deals with customer claims and returns relating to the delivery of their products.  This includes shortages, damages, wrong assembly and anything else that the customer may not be happy with.  This information is also tracked and measured and is used as part of our continual improvement programme alongside the customer service call analysis.