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Chaffins Foodservice – Local company to expand for improved customer service
Redruth based Chaffins Foodservice, Cornwall’s leading wholesale distributor of ambient, frozen, chilled and non-food catering goods to businesses throughout the county and into Devon, has taken the decision, despite the tough trading conditions, to extend its team and improve the service it provides to its customers.
Currently, orders can be placed with the Chaffins telesales team between the hours of 9am and 5pm on weekdays and there is also the facility to leave answer-phone orders up until 10:30pm, for next day delivery. But from early 2012, in addition to the normal daytime hours, a member of the sales team will be on hand at the end of the phone, from 8pm until 10:30pm.
Stephen Brown, Managing Director of Chaffins Foodservice, says: “The evening answer-phone ordering facility was introduced at our customers’ request a couple of years ago. However, the machine cannot deal with unusual requests, highlight special offers or answer any questions. Many of our customers are hotels, restaurants and pubs, so the new and improved service will give them someone on the end of the phone when it’s convenient for them, from 8pm until 10:30pm Sunday to Thursday.”
Adam Luck, Estate Director of St Austell Brewery, commented: “A lot of our pubs use Chaffins Foodservice. At the moment, our chefs and pub managers either place their orders early in the day, which takes an element of guess-work, or they finish their service and place an order on the answer-phone, which is sometimes difficult when there is no-one to answer any queries. Knowing that they will be able to finish their evening service and then consider their order for the next day will take a huge worry away from them.”
Nick Handy, Marketing Manager at Chaffins Foodservice, said: “This is another step forward in enhancing our service and it will be a huge improvement for our customers. We are looking at on-line ordering but many of our customers actually want to talk to someone about our products so we believe the extended telephone service will prove invaluable.”
In further response to demand from customers, Chaffins is also broadening the area it covers into Plymouth and Devon and is extending its Saturday deliveries from morning only to all day. To support these improvements, the company is expanding its warehouse team to deal with the increase in orders.
Stephen continued: “These changes represent a big investment in our staff and we have created a number of new roles. We are looking for part-time staff, who can work when our customers require, which are often unsociable hours. The jobs we have created will be suitable for those with caring responsibilities, for those who wish to return to work and for people who simply want to work less hours each week to have more time for themselves.”
Chaffins Foodservice offers a complete Ambient,Frozen,Chilled and Non-food wholesale food service.
