Customer Care Policy

Darren — Mon, 21 Nov 2011 19:09:55 +0000

Distinctive UK are proud to announce the implementation of their new strict customer care service. The policy outlines the level of service expected from each member of our staff from the minute we answer the phone. We believe customer service is highly paramount in our industry thus our policy extends past project completion all the way to our aftercare service. Distinctive UK firmly believes in creating strong business relationships at all levels irrespective of budgets.

Sales process and assurance

Our customer care policy starts from our sales process. During our consultation/presale stage we can guarantee the following:

Each customer enquiry sent to us via email will receive contact from a qualified staff member as soon as possible.
Staff will always ask for a name, best contact number and an email address if first contact is made by phone.
Our consultancy process will always be free and outline each area of your project.
Revise any proposals and documentation if the brief is adjusted through the consultancy period
Aim to meet ALL of our clients irrespective of budget
Deal with each customer politely, fairly and honestly
Respect each project in turn and respect confidentiality
Give both accurate time scales, costs and remain transparent at every stage
When we cannot provide exactly what the customer wants, be innovative and suggest alternatives if possible
NEVER take on a project if we cannot guarantee a high quality of service and work
NEVER out pocket a client

Project customer care

Ensure each project has a complete project specification detailing each feature no matter how small
Ensure project specification is reviewed by all parties and changes are made accordingly and additional changes are quoted
Ensure all templates are designed and developed to W3C standards and reviewed by both parties
Keep the client in the loop with all milestones
Test work thoroughly and independently on minimum two different machines with three independent staff members
Be on time with all stated time lines

Aftercare service

Provide the agreed contracted support after project completion
Inform clients of new offerings and services which may contribute to the clients aims
Respond to all update requests quickly and effectively
Meet all clients at minimum once after project completion
Engage client regularly to determine how their business is going and what direction it is heading
Ask for feedback at each stage to improve our service

Due to this new policy we will be upgrading our Client Support System within the next week, allowing new clients to track their project progress, and even allows existing clients to manage and request support on their previously completed projects.

Distinctive UK are constantly adding to their processes to ensure all work is completed to a high standard. If you do have any questions on our service or if you would like to give us the opportunity to discuss your business to see our policy in action, do not hesitate to give us a call on 01823 284 066 alternatively send us an email via our Contact Form.

We’ve moved to new office space!

Darren — Tue, 01 Nov 2011 22:33:41 +0000

Following several account wins and the recent expansion of our friendly team, we’ve moved to bigger and better premises in Trull, Taunton. After a day and a half of back-breaking shifting of desks, chairs, shelving units and a whole load of new office furniture, we are in!

Thanks to our continued success over the last couple years, we’ve now outgrown our office in the town centre and have decided to move to Trull, our closest catchment area. Our new offices are situated on Honiton Road above Trull Garage and next door to L&B Marketing. We can be found in Office Two, on the left hand side of Trull Garage premises. Based in the quiet village of Trull and featuring spacious rooms its perfect for our continued growth and expansion – it should be a much nicer place for us to work and for you to visit.

We’re currently debating how to make best use of the meeting space and it’s looking like the Xbox is going to be set up for lunchtime gaming fun. Oh yes! We’re serious about playtime here at Distinctive UK.

Anyway, we thought we’d share some pictures of the new space. Feel free to pop in for a brew!

Take a look Behind the Scenes at Distinctive UK.