| Customer Charter
As the region’s premier I.T. solutions provider, we strive to provide all our customers with the highest possible customer service levels. Our customer charter helps us keep service, quality and value as the focus of everything we do.
We want to be recognised as a company which:
• Makes it easy for individuals and businesses to enquire about and/or purchase the best I.T. product to suit their needs.
• Is courteous and professional at all times
• Is consistent in our responses and the information we provide
• Responds to every enquiry we receive, providing helpful and timely responses
• Listens to our customers and takes all issues seriously
• Is solution orientated and works with our customers to address problems
• Responds to suggestions from customers to improve our service
• Actively seeks feedback from our customers regarding their experiences with us
• Delivers on its promises
All our customers can expect:
• Courteous, professional and enthusiastic staff
• Staff with the knowledge, authority & responsibility to deal with your enquiries or able to efficiently refer you to someone who has
• All e-mails and phone calls will receive a prompt response as specified in our standards
• As clear and accurate information as possible to provide within a technical field
Our Service Standards:
|
Enquiry Type
|
Response Time Frame
|
|
Respond to your e-mail
|
Within 48 hours during weekdays (bank holidays excluded)
|
|
Respond to your telephone call
|
All calls will be answered within 30 seconds
We aim to acknowledge your telephone calls immediately during office hours.
Where necessary your details will be taken, you will be advised of a call reference number and we will call you back.
|
|
Call back requests
|
All call back requests logged into our system will be responded to within 24 hours during weekdays (bank holidays excluded).
|
|
Respond to your request for a quote
|
All quotes requested for single items of equipment will be prepared and sent within 48 hours during weekdays (bank holidays excluded)
All quotes requested for complex and/or multiple items of equipment or systems will be prepared and sent within 5 working days (bank holidays excluded).
|
|
Service Calls
|
All service call requests made via e-mail or telephone for non service contract customers will be logged into our system and responded to within 24 hours during weekdays (bank holidays excluded).
|
|
Workshop Repairs
|
All workshop repairs will commence within 24 hours of booking in and will be completed wherever possible within 72 hours of booking in. If this is not possible, due to complex repairs or third party involvement, we will advise of a revised completion date as soon as we are aware of the delay
|
|
Respond to your complaint
|
Within 24 hours during weekdays (bank holidays excluded).
|
For further information call InTouch Systems on 01603 425209 or use our Contact Us form .
|