Brian Bell launches customer service experience programme

THE Brian Bell Group yesterday launched its new customer experience programme which aims to improve customer service, according to group chief executive officer Cameron Mackellar.
“We have been changing our retail and wholesale categories and experimenting with different value products to deliver the right quality of products for our customers,” he said.
Mackellar believes improving the retail group’s customer experience is part of improving its brand, considering how it has been involved in the country over 65 years, and has built up a loyal customer base.
The customer experience programme focuses on improving expectations of customers, through its committed customer experience ambassadors.
The five aims of the programme are; importance of customer service, an active customer service desk, emphasis on professional service, and meeting and exceeding customer expectations, through the shopping experience of customers at all Brian Bell home centres nationwide.
Brain Bell customer experience ambassador Sheually Yangu said customer service was one of the Brian Bell Group’s priorities.
“The customer experience is the best part of shopping experience we provide our customers, besides our backups and spare parts divisions that provide reliable technical support, our customer service is always part of our service at Brian Bell and we just want the public to be aware of that important part of shopping at a specialist retail home centre,” she said.
Mackellar said the group had expanded its product line in trade and electronics and chemicals and agriculture.
“We will be opening a brand new trade and electrical centre in Lae and beyond that we have a couple of infrastructural development projects for a couple of new warehouses that will be set up around the country,” Mackellar said.
He added that with the launch of the programme, dissatisfied customers with Brian Bell’s service would be given a 10 per cent discount on any of their next purchases at a Brian Bell outlet.