A company specialising in sales of bathrooms online have focused on improving their customer satisfaction and service levels.
[ClickPress, Fri Nov 23 2007] Online bathroom supplier WD Bathrooms have introduced new measures to ensure customer satisfaction levels remain consistently high. The company, based in Sheffield, with satellite showroom in Gateshead has assessed and improved every area of their operations to put consumers at the forefront. A bathroom is an investment only made every fifteen years, but they recognise the importance of customer satisfaction overall in the marketplace today.
Many internet companies do not always consider service to be a differentiating aspect. It makes sense for companies to monitor the market place and price competitively, even to offer the latest, innovative products, but with so many companies out there, with little between them in these areas, how can a customer choose the right one? Personal service and aftersales are areas which are easy to improve, but are often overlooked.
WD Bathrooms have tacked this issue head on, to encompass all areas of their operations, from point of order to delivery. Firstly their sales team have extensive product knowledge, and are available six days a week, and an personal sales advisor will be your point of contact for your ordering process. When you place an order, they will then email you a confirmation of your products. They also work hard to proof orders placed over the internet, to highlight any discrepancies.
Your order is then transferred to the dispatch department, who check stock levels and either allocate or order the items. Deliveries are taken every week from manufacturers, allowing consignments to be dispatched quickly and efficiently to consumers. They will then call you to confirm a suitable delivery day with you, or to let you know when your items will be arriving.
Then your order moves on to the warehouse. The staff will check and package all of your items to ensure their secure delivery to you. Alongside your items, they also provide a form for you to sign, to say that the goods are in good condition, and tell tale signs that damaged may have occurred. The day after delivery, the dispatch department call every customer to ensure their items were delivered and in good condition.
If, for any reason you are not satisfied with the product or service, they have a designated aftersales department, who, after you have filled in a short form will contact you promptly to resolve any issues, and source any spare parts that you may require.
Finally, a feedback form is emailed five days after delivery to enable the customer to rate the service they encountered, as well as highlight any areas for improvement. Since beginning this service in October, the company have seen a marked improvement in these comments, based on suggestions given by the customer and also addressing areas that have been highlighted.
The process and policies that this online company have employed to ensure you are receiving a truly personal service is extensive. The money, time and commitment that is given to ensuring satisfaction levels remain high is a true investment by WD Bathrooms. By using this personal service, the customer remains informed at every stage of the sale, which leads to a greater level of satisfaction. This methodology is based on the way that ‘service’ companies have been operating for years, with staff being their primary resource for success. Staff should be empathetic, friendly and helpful and give you a personal service. Gone are the days where we will tolerate being passed from pillar to post trying to resolve an issue, and as a customer, we are unlikely to do business with them again if subjected to this.
WD Bathrooms commit themselves to providing high quality bathroom products at low prices. From bathroom suites and shower enclosures to taps and bathroom furniture, they have a product to suit all bathroom needs and tastes.