Customer Service
All employees have undergone training to respond quickly to customers’ needs. It is recognised by all employees that there is an obligation to customers to provide a faultless service and to maintain a flexible friendly approach to the many varying requirements.
A number of formal Measures of Performance (MoPs) are taken that relate to performance of key departments and output from these is tabulated and widely published within the company. MoPs provide information to generate discussions that fuel the Continuous Improvement programme. Performance measurements include:
- On-time delivery
- Time to launch orders to production
- Time to respond to bid enquiries
- Quality and fault analysis
Regular monitoring is carried out by telephone to confirm the safe receipt of quotations and to determine that the information received meets with the customer’s wishes. Further, in keeping with Attewell’s continuous improvement programme, questionnaires are sent to customers seeking comments on the company’s quality of service.
Visits to customers by senior management, sales or technical staff are available when face-to-face discussions are thought to be beneficial to the customer.
We recognize customer service is paramount and our aim is to be friendly, efficient and a pleasure to deal with.