Customer Service Improvements

Date: 13 Aug 2020
Author: Hill Laboratories

Our Client Services & Administration team pride themselves on prompt, knowledgeable and friendly service. We have implemented some improvements recently to allow us to respond more efficiently to our client needs.

Our Hill Laboratories Administration team is likely to be your first point of contact if you call us. This team of three will direct all emails to the appropriate sector to ensure you get the right answer the first time – often you will see an email acknowledgment to let you know this has been completed within 10 minutes of sending us a request!

We are prioritising your incoming emails to ensure that additional testing, job queries and sampling item requests are processed as quickly as possible. We are committed to responding to any queries within two days, with the majority of people receiving responses within the same day.

Our online ordering portal is a great self-service channel to use when you need to order sampling supplies or tests. We also ensure that your details are verified and up to date when you register online with us. This means that your supplies, tests and reports are sent to the right person at the right time!

The COVID-19 lockdown has taught us a lot about how agile we can be while still continuing to serve our customers. In two short days, we were able to equip our team to work from home, take calls and continue to support New Zealand businesses. We will continue to look at how we can prepare for any challenges like this in the future, so our customers always receive the best from us. We look forward to keeping you informed.

Your feedback is always important to us, so please feel free to share this via phone 0508 44 555 22, email or in person.