Customer Service

Customer Service Promise

Customer Service Promise

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Our daily aim is to be seen by our customers as the outstanding provider of service in our industry. With a reputation for being specialists in the residential care, hospitality and leisure markets, where regular quality field service is demanded, the company is being approached by more and more clients who want to gain the benefit of its innovative new approach to customer service.

We make thousands of face to face service calls every month and are one of the few companies that have a company KPI dedicated to this area of our business. The reason is clear, we need to prove that the service that we provide has real, tangible business benefits and that we follow through on the promises we make to existing and prospective customers.

Our service package serves to reinforce the company mantra of being a competent, capable and credible alternative to other chemical suppliers.

The Head Office Customer Service Team
Our busy Head Office team provides daily support to our field sales and operations personnel and customers by responding swiftly to customer requests, managing engineering resources on a national basis, co-ordinating field support services (training, installations & service calls) and providing business intelligence/management reports for clients and staff.

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The Field Operations Team
RP Adam employs an experienced team of dedicated field Customer Service Representatives (CSRs) spread across the UK to ensure we are never more than 2 hours’ drive from any customer premises and is led by a field based National Operations Controller. On average this team will complete over 1,000 face to face site calls per month and is the life-blood of the company and one of the main reasons the company retains business over long periods of time.

Proactive field support is critical in the smooth running of a client contract. Our clients don’t see salesmen - they see CSRs who act as technical consultants - to troubleshoot, to check that equipment is working correctly, to ensure optimum cleaning results, to check that the correct stocks are on site and to ensure that chemical training of staff is offered on every visit.

More to explore

International Opportunities

As one of the first UK companies to export hygiene chemicals to the Middle East in the mid-1970s, RP Adam Ltd was a pioneer in exporting and has continued to successfully operate in selected overseas markets ever since....

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Arpal Gulf

The Arpal brand has been visible in the Middle East for over 35 years. Arpal Gulf LLC is a wholly owned subsidiary company of RP Adam Ltd and serves the GCC countries and others in the region. RP Adam’s long term relationship with the Middle East began in 1977....

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The Company

RP Adam Ltd (Arpal Group) is one of Scotland’s most successful fourth-generation family businesses, with 125 years as manufacturing experience. Founded in 1891 we still remain independently owned, and continues to prosper in the manufacture of cleaning and disinfection products in the business to business sphere.

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