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EAS SERVICING
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Intrepid has the experience and expertise to service and maintain most makes of EAS tagging systems and other related retail and associated security systems.
Customer Satisfaction
At Intrepid we are passionate about Customer Satisfaction. Every customer has different requirements which means a more flexible approach to a service solution is needed. Our aim is to deliver a unique tailored service solution for each customer and because
customer satisfaction is our goal, this cannot always be measured through SLA’s and the desire to hit certain numbers.
“what gets measured gets done”
Customer satisfaction comes from having a choice. A one size fits all solution is not always appropriate.
People-Customer-Culture
Our service department is driven through the people-customer-culture cycle.
Our People
The service delivery is ultimately at the hands of the engineers working on the front line. We employ a fully mobile workforce based throughout the UK. Intrepids’ approach is to nurture these people and provide an environment where they are an intrinsic part of the total solution: where their feedback is heard and acted upon. Our people need to be able to empathize with the customer, provide advice, respond responsibly and look to provide extra services: to “add value We empower these people to make best practice decisions on site. With a flat management structure the ability to react quickly and provide real solutions is deliverable.
We also provide a workforce that is fully multi skilled which is particularly unusual within the EAS tagging field.
Within this structure the engineers provide monthly reports detailing feedback both positive and negative. This helps to drive and support the people-customer-culture cycle.
Customer
At Intrepid we believe that the relationship with our customers is a vital part of the service solution. We listen to ensure we really understand what the customer wants. Not giving the customer what they want is not an option.
Culture
We promote a culture where all staff have the desire to make a difference.
We promote a culture where “we make the rules” . This links into empowering the people to have the ability to make changes, to set standards and to provide an environment where people can thrive. This will result in customer satisfaction.
Customer satisfaction is delivered by people not contracts.
Benefits and Aims
A tailored yet fully flexible solution.
The ability to react quickly.
Externally measured customer satisfaction reports.
Motivated workforce.
Excellent customer satisfaction.
Sample Contracts
We have designed three basic warranty/maintenance packages. Each individual contract can be tailored to suit the customers specific requirements, particularly in relation to response times. We hope that the flexibility within our service delivery approach will enable us to provide a bespoke solution, tailored to deliver excellent customer satisfaction.
BRONZE
The customer has direct access to our dedicated help desk to log a service call. We will attempt to resolve the matter during this phone call. All traveling time and on site attendance will be charged along with any parts used.
SILVER
The customer has direct access to our dedicated help desk to log a service call. We will attempt to resolve the matter during this phone call. All parts and labour are fully inclusive.
GOLD
The customer has direct access to our dedicated help desk to log a service call. We will attempt to resolve the matter during this phone call. All parts and labour are fully inclusive. One annual preventative maintenance visit is included.
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