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Vaillant Service Shines

As part of its efforts to continue offering best-in-class support to its customers, Vaillant Service has joined the Sunflower Scheme.

The Sunflower Scheme is a nationally recognised programme designed to support people with hidden disabilities. It provides training to organisations to help employees involved in service industries to recognise when customers have a hidden disability and provide a service that assists with their needs. Customers can discreetly alert service providers by wearing a badge depicting a sunflower. The service offered can then be adjusted to ensure full consideration is given for any hidden vulnerabilities.

Since its launch in 2016, the Sunflower Scheme has been adopted by a range of organisations including supermarkets, airports, railway and coach stations, the NHS, leisure facilities and several local emergency services, such as fire and ambulance services. Vaillant is proud to join the list of organisations that recognise that customers with hidden disabilities have different requirements that require specific assistance. It has therefore trained staff on the Sunflower Scheme training programme to ensure it continues to deliver the very best customer service possible.

Nick Bennett, Service Director, commented, “At Vaillant Service, we’re acutely aware that when we are dealing with customers in their own homes, it comes with a big responsibility. We recognise that customers with hidden disabilities can feel vulnerable and anxious when inviting strangers into their homes, so it’s incredibly important we offer a service that delivers compassion as well as technical excellence. That’s why it’s essential to train our field engineers in how to realise when a customer has displayed the Sunflower Scheme badge, so they can adapt to suit the customer needs.”

Vaillant Service works extremely hard to deliver the very best in customer service. These efforts have recently been recognised by Domestic and General. For the second year running, Vaillant Service has been awarded the Domestic and General Excellence and Quality award.