LINPAC recognised for customer service

The Institute of Customer Service has awarded LINPAC Packaging the ServiceMark accreditation. LINPAC was recognised for its excellent standards of customer service through its LINcare program.

LINcare comprises a set of business standards that indicate the quality of service LINPAC customers can expect, making it easy for customers to inform the company if it falls short of expectations.

ServiceMark is the national customer service standard from the Institute of Customer Service and is awarded based on three components:

• Self-assessment
• Customer feedback measurement
• Independent on-site assessments

There are 436 members of the institute, 72 of which have been accredited with the ServiceMark. LINPAC is only of only two manufacturing companies to have been awarded the ServiceMark.

“As part of LINcare and our efforts to become accredited, we have driven two separate action plans for employees and customers to improve service levels throughout the company. The results of initial surveys carried out with staff and customers were very pleasing for us and gave us a strong starting point to build on,” said Louise Glover, UK supply chain manager for LINPAC.

“The accreditation is reviewed regularly, which means our focus on customer service cannot slip; instead we have set ourselves a marker to improve upon year after year. The whole process has helped us achieve better relationships with our customers.

“We are committed to delivering a world-class business and service to our customers through effective people performance, technology and processes. This award illustrates our commitment to serving our customers well and our commitment to investing in our employees so that their skills, knowledge and qualities shine through to deliver excellent levels of service.”