We are committed to putting you right at the heart of everything we do. This is your guide to the kind of service you can expect from us whenever you contact us or use our services.
We’re here for you
Wirral Roofcare are to help
Our aim is to make sure that:
- • If you need us we are here
- • It is easy for you to reach us
- • You can always trust us to do our best
Customer care is important to everyone in Wirral Roofcare Ltd
Making a difference
Whoever you are and however you contact us you have the right to a high standard of customer care.
This commitment is being used to shape the way we do business. Our staff are being trained in new standards of customer service which have been developed by listening to what you tell us.
Listening to you
We will listen closely to you and learn from what you tell us. We will make sure we understand what our different customers need, and develop our services around your expectations. We will:
- regularly ask customers for their opinions about our services
- ensure that customers help shape the services we deliver
- be honest about what we can and can’t do
- listen carefully to your feedback and learn from complaints
Investing in people
We’re proud of our staff. They are our most important resource and deliver a fantastic service.
We recognise that we rely on our staff to deliver great customer care. We will:
- • ensure our staff are trained and competent to deliver our services
- • ensure our staff treat everyone as they would wish to be treated - with respect, courtesy and understanding
- • train all managers, office staff and technicians in customer care
What can you expect from us?
You should expect a high standard of service every time you deal with us. No matter who you speak to or how you contact us you can expect us to listen, treat you with respect, and be polite, honest and helpful. For example, we will:
- respond to phone calls, letters and e-mails promptly
- always give a name and contact details
- deal with your enquiry in person or let you know how it will be dealt with and by when
- point you in the right direction if we can't help
- write letters and e-mails that are easy to read and understand
New customer service standards have also been developed relating to how we communicate with you. They include: •
- Your letters will receive an initial response within five working days
- Your e-mails will receive an initial response within one working day
- Your phone calls should be answered promptly
- Publications and other communications will be easy to understand
- Information will be made available in a range of accessible formats
We want everyone who contacts us to receive excellent customer service. We aim to:
- create an organisational culture that always puts the customer first;
- resolve enquiries right the first time;
- provide high-quality cost-effective services.
We will do this by:
- implementing consistent customer service standards and training our staff in their use;
- seeking regular feedback from customers and using this feedback to improve;
- establishing a customer service centre to make it easier for people to us and have their enquiry resolved;
- redesigning the way we work around the needs of our customers
0800-048-1001
FREE PHONE ROOFCARE CENTRE
