Customer Support Programme.
As part of our “Customer Support Programme”, we would be delighted to provide a fully-managed service, which would be designed and tailored to meet your every requirement and ensure it’s maintained to your complete satisfaction, throughout the term of the contract.
Here’s a summary of all the key aspects of the service:
- Prior to Installation.
As soon as we receive a “confirmation of order”, the schedule for supply, delivery and installation is discussed and agreed with each client, prior to final confirmation. Wherever possible, the delivery, installation and commissioning of equipment will be completed on the same day and always in the shortest possible time, ensuring minimum inconvenience/disruption at location and a speedy commencement of service.
Account Manager: A dedicated Account Manager will have been appointed to you, who will not only act as your liaison officer, but who is primarily responsible for the successful delivery of your contract requirements. They will keep in regular contact with you, to ensure all is to your satisfaction. Senior Manager: Will oversee your account.
- Service Division.
Customer Support Manager: is always available, in the event you require technical advice, or your equipment develops a fault and will manage any issue to it’s successful conclusion. Service Engineer: will maintain your equipment, as detailed in the terms of the contract and in the event a machine should develop a fault, we will respond within four hours and always aim for a first-time fix.
- Administration Department.
They will set up your account prior to installation and administer all aspects of it throughout the term of the contract. They’re always on-hand, to assist with anything, should you need help with your account.
We will consult with you regarding all aspects of installation and commissioning, to ensure the process is handled in the most efficient and professional manner, complying with all on-site protocol. With this in mind, a senior member of the Operations department will oversee the entire installation process, whilst your Account Manager and members of the service team handle the detail of your requirements.
- Account Management.
During the first week, regardless of the pre-arranged frequency of visit schedule, your Account Manager will attend every day, to ensure everything runs smoothly and that any appropriate fine-tuning to your requirements are addressed to your total satisfaction. Following the initial “settling-in” phase, your Account Manager will continue to maintain your equipment and service with regular weekly visits, throughout the term of the contract, suggesting and implementing agreed adjustments to keep in-line with ever-changing business circumstances.
- Quality Standards.
Through membership to our industry’s regulatory body and the compulsory annual audit and re-certification requirement, you can be assured of the highest standards of quality and service. Every member of our support team has successfully completed a comprehensive, “hands-on”, training programme, with a detailed health & hygiene certification. Our fully qualified service team, are specialists in their field and only qualify for “front-line” customer support following a “time-served” experience programme.
- Disaster Recovery Programme.
North West Vending has a comprehensive Disaster Recovery Programme, to ensure that not only can our business continue under any circumstance, but more importantly, we guarantee the level of service and support you receive will be maintained at all times.