In her new role, Ruby Hennessey – from medical device manufacturer
Mortara – will lead Falcon’s customer service team and be responsible for “overhauling the customer experience at every stage of the order process - from initial enquiry to product delivery and aftersales care.”
She said: “Good customer service is a minimum requirement for any company these days.
“Customers expect products to perform. What makes the difference in terms of loyalty and repeat purchasing is the quality of service throughout the entire buying process and beyond.
“A big part of my role will be looking at how we communicate with our customers, including our distributor network, and looking at ways in which we can improve.
“I like helping people and solving problems. I’m really looking forward to interacting with Falcon customers old and new.”
Sales and marketing director Lawrence Hughes added: “I’m delighted to have Ruby join our team.
“She’s got great experience and her people skills really do make her a good fit for the role.
“I look forward to working closely with her as we look at ways in which we can continue to improve our customer service.”