Delivering a reliable, trustworthy service is at the centre of what we do. Discover the key principles that ensure we offer an outstanding customer experience everytime.
Trust is an important part of any relationship, but when it comes to delivering outstanding service, we know it’s vital to build it into everything we do.
At Plastic Surgeon, we spend a lot of time thinking about how we can make sure that every dealing with us as a business is one that conveys trust and reliability to the people we work with.
This is all the more important when engaging with customers in their own home. Effectively, we’re their guests, and we want our customers to rest assured that everything we’re doing is safe and above board.
It’s not just homeowners, either. Our corporate clients also need assurance that we’re fully covered and our employees are properly accredited to carry out the work they’ve been brought in to do.
In order to deliver that level of trust there are five key concepts that underpin all parts of our business.
Giving all our clients complete confidence that our staff are trustworthy is vital. That’s why we make sure all staff members are DBS checked and insured before they head out into the field.
This means there’s no need to wait in, and we advise AM or PM arrival the night before. On the day, we let clients know when we’re on our way, providing a one hour time slot for arrival.
The night before we send an email to our client with the finisher’s details, along with a picture of them and their vehicle registration details. This is particularly beneficial for vulnerable, elderly or cautious homeowners as they know exactly who is due to arrive.
All our repairs come with a guarantee to give complete peace of mind. While we have absolute confidence in our repairs, if, for some unforeseen reason they do fail, we’ll come back to investigate and remedy the issue free of charge.
We have a team of 11 highly trained customer service agents based in Devon to answer any questions or queries that may come up. Each agent has an area of specialism ensuring all our customers get a level of consistency and a fast, friendly service every time. On average, we pick up calls in 11 seconds, so if our customers have a problem we won’t leave them waiting on the phone. We believe our clients should get great customer service every time.
With the nature of our business meaning we’re out on the road and actively entering people’s properties and premises every working day, it’s essential we deliver a safe and trustworthy service. By putting the appropriate processes in place, we help to ensure our clients have, not only an outstanding level or service, but also peace of mind.