 Customer Support.
SBES realises that
customers are very busy people and places great importance
on customer service. All enquiries are dealt with as quickly
as possible. From the outset, we have built our success
on our customers. The company will not rest on its laurels
and is constantly reviewing procedures to ensure that the
best possible levels of customer service are given. The
Customer Services Initiative is led from the top of the
organisation and we recognise that to continue to lead
the industry depends very much on you, our customer.
All Customer Support
personnel have been thoroughly trained on the entire SBES
product range.
Customer Services | Sales
Support | Product and Technical
Support | Marketing Services | Quality
of Service Report | Initiatives
to Improve Customer Satisfaction
Customer
Services
Our Customer Services Department
is responsible for dealing with new and existing customers
on a daily basis, covering administration, customer queries
and escalation through to task completion.
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Sales Support
Our Sales Support staff are responsible
for handling all sales orders and enquiries. Experienced
and knowledgeable field sales personnel are backed by our
specialist product support division.
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Product
and Technical Support
Our dedicated Product and Technical
Support Division is responsible for resolving all technical
queries relating to the entire SBES product range. The
Product and Technical Support teams also assist all the
other support and services divisions within the company.
The scale of our
Product and Technical Support means that we can assist
all of our installers in the field, meeting their needs
via telephone or on-site visits to a very high degree of
skill, competence and expertise.
Training on specific
products is available to clients on request at our training
suite in Reigate or at client premises if there is sufficient
demand. Literature and manuals are also available on request.
All new customers
and existing customers who have SBES systems installed
on their premises can take advantage of our dedicated 24/7
technical support line and engineer call out facility.
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Marketing
Services
Our Marketing and PR Services team
is responsible for advertising, PR, exhibitions, seminars
and the design and production of training and user manuals
and sales literature.
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Quality
of Service Report
The quality of the service we provide
is fundamental to the success of our business. This is
why we operate a programme of customer research.
We talk
to our existing and potential customers regularly together
their views about SBES, the service we provide and our
range of products, so that we can continue to make improvements.
Initiatives
To Improve Customer Satisfaction
Listening to our customers has helped us understand
what they expect from us:
- We must be easy to contact
- We must
keep them informed (we shouldn’t need to be chased)
- We must take ownership of their
issues and champion their cause
- We must live up to the commitments
we make to them.
These principles guide us in all our initiatives
to improve customer satisfaction. They demonstrate that satisfaction
depends not only on the price but also on the level of service
that we provide.
SBES actively welcomes feed back from customers.
If you have any comments or suggestions please contact our
customer services department on +44 (0) 1737 226622 or email customerservices@sbes.co.uk
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