National Customer Service Week - Day 2 | News | Siderise

National Customer Service Week - Day 2

#NCSW23 – Interview with Rhiannon Phillips: Technical Services Manager


Why are technical services such a vital part of the Siderise customer experience?

Accurately specified and installed passive fire protection is a fundamental part of any construction project. As a global leader in the design, manufacture, and supply of high-performance passive fire safety solutions for a wide range of building envelope applications, we see it as our responsibility to not only produce products and systems that help to ensure fire safety but also to advocate for higher industry standards all round.


To do this, we have created an extensive Technical Services provision, appointing the best people to support our customers with everything from technical calculations and engineering assessments to bespoke solution designs alongside general product performance and suitability advice. 


Our professional team maintains meticulous records of all interactions, inspections, and services provided, ensuring a seamless and organised experience.


How important is training within your technical services team?

Competence is the cornerstone of our technical team's success in the passive fire protection sector. We recognise that being competent in our roles is not just desirable, it's essential for achieving excellence in every aspect of our work. It is the bedrock upon which our success is built. It ensures the quality and safety of our work, drives innovation, instils trust in our clients, and positions us as leaders in passive fire safety. We continually invest in our competency and in our ability to consistently deliver exceptional results and make a lasting impact in our field.


How would you define good customer service?

At Siderise, we define good customer service in our industry as a commitment to unwavering expertise, transparent communication, and personalised solutions. Our team provides our customers with the highest level of technical knowledge and responsiveness, ensuring that their fire safety needs are met with precision and care.


We really do believe in the importance of transparent communication, and always delivering honest and clear advice about passive fire protection options, their benefits, and limitations. Our goal is to empower our customers with the knowledge they need to make informed decisions tailored to their unique requirements.


Reliability is also key. When we commit to a timeline for technical advice or inspections, we do our utmost best to meet those deadlines consistently. Our quality assurance measures guarantee that our products and services not only meet but exceed industry standards, providing our customers with peace of mind.


We are also passionate about continuous education and support. We offer resources to educate our customers about the importance of passive fire protection and how to install these systems effectively. Our dedication to problem resolution and post-service support ensures that any issues are addressed promptly and comprehensively.


At Siderise, professionalism is non-negotiable. We treat every customer with respect and courtesy, adhering to the highest standards of conduct. Our unwavering commitment to excellent customer service is not just a goal; it's our ongoing mission to enhance fire safety and build lasting partnerships within the passive fire protection industry.