What is Customer Service? The Smiths Way.

What does customer service excellence mean to you? 

When talking to my customers, I always tell them that I pride myself in delivering customer service excellence throughout their hires. I am dedicated to Customer Service 100%, from a first enquiry, quotation, booking, delivery to site, collection and beyond. Customer Service extends into the collection of post-hire feedback from the customer, and on the rare occasion that there was an issue, correcting this for the benefit of all concerned.

Can you outline your process for us? 

I prefer to retain control over as much of the hire process as possible, however, once the booking confirmation has been delivered, I then rely on our hire stores to deliver customer service excellence from hire delivery to collection. If there are any issues on site I deal with them personally, whenever advised, ensuring that customer service excellence is delivered via the store involved, and then following up on all actions until the customer tells me that they are satisfied with the result.

Only when the hire has been successfully collected from site, has customer service excellence been delivered, and if this has been achieved, the cycle should recommence, with additional enquiries, quotations and bookings, repeat business is essential.

How do you deal with issues, should they arise? 

I pursue a policy of continual improvement and promote this across the business, acknowledging what went particularly well, replicating and celebrating this, and identifying errors, and ensuring that they do not re-occur.

And if you had to sum up the customer service ‘motto’ in just one sentence, what would you say? 

Customer Service Excellence is, in my opinion – Delivering to the customer exactly what was promised, in full,  and when errors occur, going above and beyond to resolve them to their complete satisfaction.