Customer Service

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Customer Service Ethos 

Lenstec’s primary focus is to serve customers and their patients by providing life changing visual results and ultimately, lifestyle improving benefits from our portfolio of IOL'S. 

 

To deliver these outcomes, Lenstec's infrastructure is key in providing a streamline supply chain between ourselves and our customers.

Positioning ourselves as an asset to the customers is a key objective; ensuring communication remains open and the procurement process remains simple. To achieve this, Lenstec’s Help Desk advisers actively remove barriers which customers may face, by taking ownership of enquiries and delivering solutions that exceed expectations; all in a timely manner. 

 

Understanding our customer’s needs, their buying habits and preferences is key in delivering exemplary service, providing advice where necessary and making the customer journey both a professional and pleasant experience. 

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Key USP’s include: 

  • Product specialists providing technical information 

  • Named customer service liaison personnel.

  • Understanding customer preferences & buying habits  

  • Simple enquiry/order placement process including E-Commerce 

  • Regular consignment audits

  • Automated notification and replacement of short dated items within consignments

  • Standard next day delivery

  • Same day delivery upon request  

  • Delivery tracking service

  • Out of hours communications 

  • Customer training & support 

 

 

What our customers say about us ...

"We are lucky as Lenstec are one of the few suppliers who keep track of stock and serial numbers, make sure we have regular stock checks and most importantly, stock is delivered next day.
We have also had a very helpful rep over these past four years who has always been there to help when we have needed it. With all the problems we have with some suppliers, Lenstec is one of the few where we have no problems at all".

- Wayne, Stores Manager - NHS Hospital 

"We have been using Lenstec as our main supplier of cataract lenses and accessories since beginning the service, and have always found the company excellent to deal with. Lenstec supply us with Softec HD lenses, lens loader and supporting consumables and we rarely have any issues with any of the stock provided.

The service offered by them is prompt and efficient and they are always happy to offer any support we require, going out of their way to make sure we, as customers, are happy with the service they provide".

 

- Danielle, Senior Ophthalmology Nurse - NHS Hospital