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WC122

CUSTOMER CARE - HANDLING COMPLIANTS...

CUSTOMER CARE

HANDLING COMPLIANTS

DO

Show Interest.
Call your customers by name, let them know you are listening.
Give them your name. Always treat them with respect.

Show Empathy.
Imagine how you would feel in the customers position.

Restate the Complaint.
Make sure you understand the nature of the complaint.

Consider the Possibility of Human Error.
Diplomatically inquire if the customer understood your ordering procedure.

Admit the Problem.
If there is one (but say the 'we' made a mistake, rather than 'I' or 'they').
Apologise for any inconvenience caused.

Advise the customer of action to be taken. (A repair? Replacement? Refund?)

DON'T

Be defensive,
the compliant isn't about you.

Give a Flat 'NO'
For an answer, always offer an explanation.

Assign Blame
To the computer, the mailroom, etc. Customers don't care whose to blame they just want a solution.

Make Promises
You can't keep, the customer will feel more disappointed later on.

Leave the Customer Dangling, keep the customer updated with progress until the complaint is resolved.

Lose Your Sense of Humor,
Seeing the lighter side of things will help relive tension and make you both feel better.

Search Words:
Wallchart / Poster / Wall Chart
Info:
Size 420mm x 600mm
Screen printed
Semi rigid PVC

Estimated dispatch dates

Our estimated dispatch dates are based on the latest stock and lead time data available to us on a daily basis. Please note that there are occasionally exceptions to this estimation – these can include orders over a certain quantity where we have to check with our manufacturers, and also where we encounter unforeseen circumstances such as unexpectedly high seasonal demand.

Fast delivery

All in-stock will be dispatched the same day - normally for delivery next working day providing the items being ordered are in stock and the order is placed by 1.30pm.

Every item is fully insured against loss or damage so we can guarantee the safe arrival of your order.

Handling and carriage charges

Please note these charges are specific to website orders, catalogue charges differ. There may be an additional delivery charge based on non-mainland UK locations and in the instances of non-stock items being delivered (such as bulky, heavy or hazardous goods). In the unlikely event that your order incurs additional charges, you will be contacted by our Customer Service Team at the point your order is being processed.

UK deliveries

£8.95 delivery charge for all orders* 

*Orders to non-mainland UK locations and non-stock items (such as bulky, heavy or hazardous goods) may be subject to delivery charges. In the unlikely event that your order incurs additional charges, you will be contacted by our Customer Service Team at the point your order is being processed.

Free shipping on orders over £60 may apply when when offer is active. 

Order tracking

To track your order, you can contact our customer service department on 01455 230122.

Last updated: May 05, 2021

Thank you for shopping at Direct Signs (UK) Ltd.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.