ERT Awards Supporting Information

Best Supplier Customer Service

Henley Designs Ltd (Trading as Henley Audio)

Henley Audio is more than ‘just’ a distributor, offering both trade and end-consumer customers the complete solution. When you deal with Henley Audio, it’s as if you are dealing directly with the manufacturer. Henley’s knowledgeable, experienced team takes on any enquiry, ensuring that the customer experience is the best it can be.

Operations are run entirely from its 20,000+ square-foot facility in Didcot, Oxfordshire. It hosts a large open-plan office that contains Customer Services, Technical & Marketing Services and Finance teams. Its expansive warehouse, staffed with skilled operatives, houses all our stock – giving Henley the ability to supply a vast array of products on a rapid turnaround service. Henley has also built a bespoke custom showroom and demonstration facility. Open to the public, on appointment only; the facility gives visitors a chance to get up-close with products and try anything out before the purchase.

Currently, Henley has three staff in customer services, two in technical, and four in accounts. Technical representatives are available to take calls and emails and can help troubleshoot and offer advice. Henley produces various assets (from documents to webpages to videos) to help customers set up and get the most from their purchases. Tips and tricks and readiness to help online or on the phone, aimed at people already owning products, show Henley’s commitment to not just sales but also post-sales support.

Henley also has a dedicated Service Centre where its four specialist engineers can repair almost every product it represents – Henley’s in-house team repairs practically every (approx. 99%) returned product.

Henley Audio’s Customer Services kept its phone lines open all 2020/21, despite difficulties. The company also waived direct shipping charges to support dealers who could not get to their showrooms. Recognising the changing situation, Henley also invested heavily in new stock to ensure it could supply various goods to suit the customers’ changing needs.

With its 25th anniversary happening in 2022, Henley Audio could not have prospered without its unfailing commitment to customer service.