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Customer Services |
| We believe that our Customer Service is one of Holt Jackson's major strengths and stems from putting the interests of our library customers at the heart of our business. We have invested in staff training and customised computer systems to ensure the right information gets to the right person to enable us to put things right. |
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| Customer Service Objectives : |
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 | To be perceived as the best library supplier and thereby become the preferred supplier. |
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| | To ensure that customer awareness is part of our quality improvement programme. |
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| | To ensure that customer needs and expectations form an integral part of all new service developments. |
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| | To identify and take advantage of new market and technological opportunities. |
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| | To develop effective two way communication at all levels with our customers. |
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| To support these objectives we promise to : |
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| | Allocate a named person or persons for each account. This person will be responsible for the efficient and effective management of the business relationship and will be available to attend regular review meetings as required. |
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| | Offer all standard methods of communication, including fax, e-mail, post and telephone. |
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| | Maintain a database recording details of all incoming queries, complaints, enquiries and new instructions, together with details of tasks generated and actions taken internally. All customer contacts will be monitored for resolution and completion. |
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| | Acknowledge customer contacts within 2 working days for postal items and 24 hours for telephone, fax, and e-mail. |
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| | We will regularly monitor incoming calls through our switchboard and display charts showing response times, % of abandoned calls, performance against response targets. We will endeavour to meet or exceed these targets. |
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| | Maintain a PC Help Desk available during office hours to advise customers on use of our e-services. |
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| | Employ fully trained dedicated Customer Service staff to respond to customer queries and to resolve routine matters. |
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The Customer Services Team |
| Meet our knowledgable Customer Service team who will endeavour to resolve any of your queries : |
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| Bob Mayes |
Aaron Whiteside |
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| Ring them direct on 01253 741001 or E-Mail customerservices@holtjackson.co.uk |
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