It was graduation day earlier this month at fenestration hardware provider, Window Ware, as its nine-strong internal sales and customer service team all passed their silver level product training program.
The in-house training scheme is all part of Window Ware’s ongoing mission to create a positive customer experience at every level, right from the very first inquiry through to after-sales support and beyond.
The course is structured into three levels: bronze, silver, and gold, and is designed and delivered by Window Ware’s expert product and technical manager, Rob Vaughan. After almost two decades in the role, Rob knows the hardware inside out and has a knack for explaining and simplifying even the most technical concepts. There is no better person to lead the class.
“We understand that time is of the essence for our customers,” says Rob. “That’s why we’ve invested in a new training program to empower our sales team with the product knowledge and technical expertise to answer questions quickly and accurately. This not only improves customer satisfaction but also builds trust and confidence with every interaction, ultimately allowing us to provide even better support.”
He adds: “Our sales team is the first point of contact for customers, so the training had to be carefully coordinated by staggering the sessions to ensure minimal disruption to service. This dedication resulted in a well-equipped team with in-depth knowledge across our product ranges, solidifying their position as customer service champions – all within 18 months!”
Sales office manager, Sam Billington, is extremely proud of her team’s achievement and is keen to acknowledge their hard work in completing the course. She insists: “Learning takes time and effort, and my team have approached the training with enthusiasm and dedication. This positive approach and growth mindset is what will help Window Ware to grow and evolve as a company and continue to support its customers successfully even in a constantly evolving market.”
Window Ware has already seen positive results from the staff training program in terms of customer satisfaction. Last year, the average customer satisfaction score was an impressive 94.9%. Already this year, customer satisfaction levels have improved, hitting a monthly average of almost 97%, with its customer happiness factor reaching 100% in March.
Meanwhile, the learning never stops for the Window Ware sales and customer service team. Having mastered the fundamentals within their silver certificate, they’ll soon be diving deep into the intricacies of their product range as they begin their gold product training. This next program will equip them with greater knowledge of Window Ware’s most advanced offerings, allowing them to expertly guide and support customers.
