Air Conditioning Catalogue 2019HNCD_AirConditioningCatalogueWEB | Page 42

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CUSTOMER SERVICE
First point of contact The first point of contact will be from one
of our customer service representatives, who will clarify the service
issue and confirm contact details with the customer.
Contact supplier The relevant information required to place a
service call will be sent via email directly to the supplier. The supplier
will then organise the service call or replacement of the faulty product.
24 Hour follow up Our customer service representatives will phone
the supplier the following day to ensure the request was received, actioned
and obtain any information relating to the call including a service date.
Final follow up Once the service date has been organised with the
supplier, our customer service representatives will follow up the service and contact the customer to ensure that
the service was completed and the issue has been resolved. All of our service requests are logged into a Customer
Relations Management system. Therefore all information obtained is kept for following up each service call and is
readily available for service call history and detailed reporting. Our Customer Service Department is an integral part
of HNC’s business going forward, and our dedicated team of customer service representatives are always ready and
willing to help. We will endeavour to continuously provide an exceptionally high level of customer service whilst
building strong relationships with our customers and working together with them to achieve high results.
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