National Customer Service Week
This week (5-9th October) is National Customer Service Week and we want to highlight the importance of Customer Service here at Christies Direct.
When Colin Christie started Christies Direct, his intention was to provide quality products, supported by the very best customer service. Although the business has grown, the company retains these principles and we aim to please every customer, irrespective of their level of business.
From the Sales and Customer Service teams who take orders and deal with customer queries, to the Warehouse team who pick, pack, and ship each order, each team member is keen to do their best for the customer.
Above and beyond
Saying we go above and beyond sounds like a cliché, but it’s true! It doesn’t matter if a customer spends a little with us or a lot, they’re all important and they all receive our very best support. It’s important to us to build relationships with our customers and let them know that we’re not only here to sell grooming supplies but that we want to help them to make the best decisions for their grooming businesses. We want them to feel that they can ask any question, confident that they will get an informed and unbiased answer from any member of our team.
"Super impressed! - Whenever I call the sales team for advice, they are always knowledgeable, and I get the product I need. Just bought a mini trimmer after a lengthy discussion and I’m super happy with it."
We’re always keen to hear what our customers have to say about our products and our service so that we can continue to improve their experience and expand the Christies Direct family. We encourage our customers to leave honest reviews about their experience with us via Trust Pilot. Our current Trustpilot score is 4.8/5 with 9312 reviews and over 96% rating Great and Excellent!
“Super Service! -You don't find many companies that do follow-up like Christies Direct. Super service! and fast delivery as well.”
Our customers also benefit from product feedback on our website, left by other customers.
Have you got a product you love? Why not leave a review today!
We do appreciate that at times things may go wrong, but we aim to turnaround any issues or complaints within our first or second contact with customers.
"Excellent Customer Service - A recent product I had purchased was faulty and so I contacted Christies Direct to discuss. Hannah helped me get it sorted, has since had the machine changed and resent back, all within a week. Her professionalism and help along with offering me some invaluable advice was very impressive. I would definitely recommend Christies Direct in the future and am already looking at placing my next order. Thanks Hannah - you are a brilliant representative of your company."
Straight forward shopping
When the company started in 1992 orders were received via a mail-order catalogue and as time moved on, Christies Direct worked hard to make shopping with us as easy and convenient as possible. Now not only can you place orders via telephone, but you can also order online or via our mobile app.
“Easy to navigate website good choice of products and very fast delivery… I would definitely recommend to others without hesitation. Thank you.”
We listened to our customers who regularly work 9-5 and extended our opening ours to help with their ordering. We also offer a live chat function so they can talk directly to our knowledgeable sales team if they aren’t able to get to the phone.
Our Ecommerce team are continually reviewing the website to ensure a smooth shopping experience for our customers. The team take on board any requests for further information on products and work with suppliers and our social and multimedia team to create useful resources for our customers such as unboxings and installation videos. They’ve also made it even easier for customers to find the things that they love like our YouTube Channel and blog as these now have their own dedicated areas on the homepage.
We listened when our customers asked about payment plans for larger items and this year we partnered with Klarna to offer payment options to help our customers manage their cash flow so they can groom now and pay later.
Early this year we launched our Pawsh Perks Loyalty scheme. We took our original points rewards and gave them a total refresh. Now with our Pawsh Perks Loyalty programme, alongside earning Paw Points every time you shop direct with us, you can also earn other fantastic perks such as discounts on all orders, access to exclusive products for tiered members, early access to sales, points bonus promotions, and free gifts.
“The Pawsh Perks loyalty scheme is a really great idea. I love my free gifts and discounts.” Tog Dog Victoria
As well as all these great perks, we have now made it even easier for you to treat yourself with your Paw Points, as these are now available to spend online. We’ve put together a catalogue of different items you can purchase at different points brackets and have been delighted to chat to some of our customers who’ve saved enough points to treat themselves to some larger items.
As well as sharing information on the blog and our YouTube Channel we also organise seminars and expos for our customers. These offer the chance for professional development, product training and peer support. We work to ensure we have the world’s top grooming educators at these events so our customers have the opportunity to learn from the best.
To win the hearts of customers, you need people who really care and here at Christies Direct we have passion for pets and our customers in spade loads. So let’s chat to Amber our Customer Care Manager about her role at Christies Direct.
How long have your worked at Christies Direct?
I have worked at Christies Direct since January 2018. I started off as a Sales and Customer Care Advisor, then looked after our Training Schools and Colleges for a little while too. I’ve been working as Customer Care Manager since March this year, and have loved every minute of it!
Tell us a little about your role and what you get up to day to day?
My job is to oversee our brilliant Customer Care team – to make sure queries are being resolved in good time, and to ensure our high standard of Customer Care is maintained. We assist customers with everything from tracking queries to troubleshooting clippers. Also closely monitor the reasons why our customers are getting in touch – if there is one particular query coming up again and again, we’ll see if there is a video we can film or a guide we can put in place to help customers while they’re on the website. Along with our Sales Manager, I organise training and retraining on products and services, which helps our team to grow in their product knowledge and understanding.
What’s your favourite part of your job?
The best part of my job is by far seeing happy customers leaving us lovely feedback – we have had some seriously thoughtful Trustpilot and Facebook reviews recently, and we love sharing these throughout the company to celebrate when our team goes the extra mile for our lovely customers!
Why does customer care matter to you?
Customer care matters to me because we have some of the loveliest customers around, and making sure they have a great experience with Christies Direct the most important thing to us. We’ve always said that the customer is at the heart of everything we do, and I honestly do believe this to be true – every decision we make, every product we add to our catalogue, every video we produce – it’s all to improve your experience with us. As a customer myself, I’ve been at the receiving end of both awesome and not-so-wonderful customer care, and I know how much I value a company’s advice and support when I have shopped with them. We want to create the best experience possible – both before, during and well-after you’ve shopped with us.