A company which sells iconic coffee machines throughout the UK has been shortlisted for one of the country’s most prestigious customer service awards.
Gaggia UK – run by Huddersfield businessman Raj Beadle – is based in Elland and has been shortlisted for the Customer Focus Award in the Institute of Customer Service awards for its unique ‘forever customer care’ policy.
The company sells, repairs and services Gaggia coffee machines that are manufactured in Italy for the UK domestic market and is instantly accessible on Zoom and phone all day, helping anyone with a Gaggia machine long after the warranty has run out.
People contacting Gaggia UK for help or advice speaks immediately to someone from the company and they can do that either on the phone or by going straight through on Zoom.
The company’s ratings on TrustPilot are virtually all five-star with excellent testimonials being posted on the internet just about every day.
Managing director Raj Beadle, who lives in Edgerton and is a member of Lindley Methodist Church, said: “We can’t think of another organisation that provides the same level of free customer care out of warranty and instant accessibility that we do.
“We view these awards as the best in Britain for customer service so we are delighted to be shortlisted, especially as we are up against some big names.”
These include top quality bathroom equipment company Geberit, online printer inks and toner sales business Cartridge People and the Registry Trust which maintains the official statutory Register of Judgments, Orders and Fines for England & Wales on behalf of the Ministry of Justice.
Raj said: “Our concept is simple yet highly effective, using Zoom to provide quick and efficient customer care which we call Forever Customer Care as it continues after the warranty ends.
“When customers contact a company they want an instant response – someone to pick up the phone and talk to them immediately – yet how many businesses actually do this?
“With most, the caller has to endure digital call handling systems that have them pressing this button, then another and another before subjecting them to awful muzak before the call is finally answered or, worse, gets cut off when they’ve been waiting for it to be answered for ages.
“At Gaggia UK people can contact us immediately by phone, chat or Zoom and are instantly talking to a person from the business. It’s amazing how many customers are surprised and even shocked by that.”
Raj added: “If the member of staff can’t resolve the problem straightaway then the customer is immediately referred to an engineer who will join the Zoom or phone call.
“The number of coffee machines sent back to us for repairs, servicing or upgrades has halved since we introduced Zoom into our customer service which is a big saving on the environment, as well as for the customer.”
