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Customer Charter.
Supercool Central Ltd has always aimed to give its customers the highest quality products at the right price, whilst delivering a service that exceeds all customer expectations. This has been the company’s under-lying philosophy from the day it started trading and the company is now even more focused on and driven by this belief today. Supercool Central Ltd (trading as Super Cool Central) strives to work with its customers beyond the traditional "supplier-customer" relationship. It aims to foster relationships that are based on trust, respect and develop into partnerships that achieve mutually beneficial results.
Supercool Central bases its Customer Service on the acronym - CARE-
Where CARE stands for –
C – Commitment. A – Attitude. R – Reliability E – Efficiency.
Excellence in customer service is no longer the privilege of a few, but the expectation of many. As a result, Supercool Central Ltd has developed a Customer Charter, so that it can set out its commitment to sustain the correct overall attitude towards customer service through an integrated process of reliability and efficiency.
Under this charter Supercool Central Ltd will ensure that it:-
1.Responds as quickly, clearly and as fully as possible to all requests for information or services. 2.Engages and interacts with customers in a friendly, courteous, honest and professional manner. 3.Focuses on delivering unrivalled customer service – based on getting it right first time. 4.Provides clear, precise information on all of its products, services and pricing, as well as providing accurate details in all invoices and statements. 5.Respects customer’s property, confidentiality, and does not discriminate against customers in any way. 6.Will rectify any mistake or error it makes quickly and efficiently, ensuring as little impact on the costomer as possible. 7.Uses only highly qualified and experienced engineers to supervise all works carried out. 8.Retains due diligence in the collection and control of customer data. 9.Institutes and maintains a company Complaints Procedure. 10.Establishes a culture for customer care and service amongst all employees that helps drive and sustain a process of continuous improvement in service quality.
Supercool Central Ltd welcomes honest feedback on any of its activities, be they positive or negative, as all will be viewed as constructive. The company encourages customers to contact its offices if they have any issue(s) concerning the company, its employees (be they full-time, part-time, contractors or sub-contractors) or its services and supplies.
Only if the company is notified about its failings or successes can it move forward in its desire to fulfil this charter.
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