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NFT joins Institute of Customer Service

Alfreton, Derbyshire, UK: Chilled food and drink distributor NFT has joined the Institute of Customer Service – the first logistics company of its kind to do so.

The move comes at a time of growth for NFT: in year-end 2012 NFT saw turnover reach £152.4m and is investing in the development of its seven depots to meet both current and future customer requirements better, it says. The company’s new £2m Middleton depot has now been running for a year.

David Frankish, chief executive, NFT,  challenged Andy De Vere, director responsible for customer services, to turn the function into a world-class offering.  De Vere says: “We needed to know what world-class really looks like. On contacting the Institute it was apparent that it was able to assist us in getting to where we want to be. Joining the Institute was a simple decision and a prerequisite for achieving our goals.”

Melanie Stoddart, NFT customer services manager, says: “The customer is at the heart of NFT’s entire operation and in our quest to deliver company-wide excellence in customer service, joining the Institute was a logical step. As well as enjoying access to the many services and support tools, we are now strengthened by the credibility that membership affords us.”

“For us, Institute membership is a true investment for the long term. The first step will be to utilise the benchmarking and accreditation services to assess internal and external perceptions so we can accurately measure and benchmark our progress. We’re serious about excelling in this vital area of our business operation and are committed to continuous improvement,” Stoddart says.

The Institute of Customer Service is the independent, professional membership body for customer service, delivering high quality, tangible benefits to organisations, individuals and other stakeholders, so that members can improve their customers’ experiences and their business performance.