Everyone at Bartram Walker aims to live up to the highest standards of customer service. We constantly strive to exceed client expectations and we have developed our customer care policy to meet the changing demands of the industry. Our principle aims are to:
- Establish customer needs for products and services.
- Customise products and services to ensure they are designed, produced and delivered quickly and efficiently.
- Provide customers with effective and innovative solutions
- Facilitate a teamwork approach to ensure client expectations are realised.
- Provide communication links at all appropriate levels in order to maximise responsiveness and co-operation
- Seek to minimise disruption to all in the performance of our contract works.
- Conduct project reviews to improve quality and service
- Develop continuous improvement
- Provide a responsive service to all of our clients
All personnel are trained in the specific needs of Customer Care, focusing on the customer and why people behave the way they do. We encourage continuous improvements in interpersonal skills.
Monitoring procedures vary from contract to contract on site specific systems and procedures. This includes specific Key Performance Indicators (KPI’s )and complaint recording statistics. The results of such monitoring are reported through the Q.A. Management Review process and corrective action is initiated.
Customer complaints and other non-conformances are highlighted at the monthly Contracts Managers Team Briefings and at Management Meetings. The complaint / non-conformance, and the remedial actions taken, will be discussed and where appropriate measures put in place to avoid recurrence.
General enquiries are facilitated through to the relevant departments via our switchboard operators. We also carefully monitor our email enquiries system and respond to any enquiries accordingly.
To provide us with feedback on our Customer Service please click on the feedback button above.
