A few months ago, I spoke about Customer Service, especially from the Royal Mail in which they have a 30-day policy to answering complaints; the point being, you will actually give up before you even start. Even trying to phone their Customer Services means that you have at least 8 minutes of pressing 1 for this, 2 for that before you even get anywhere near to talking to someone …
Well, I doubt if the service will actually improve now that they have introduced a new size of package post and increased their charges but from experience in the last few months, their service hasn’t improved at all. They have lost packages, charged my customers handling fees for post which was, in their eyes, underpaid even though I send the same size envelope on a daily basis to various clients. The Royal Mail still can’t get it right! In this instance they have admitted that they made a mistake which concerned me a great deal. How many of my clients have had to pay extra due to their mistake?
As a business person, I prefer to talk direct with a human mainly to get my point over clearly and concisely. I was shocked recently when I called Companies House regarding an issue with some paperwork. I learned that they no longer accept telephone calls regarding the specific issue and that I had to write an email regarding my problem! I suppose they want to track the issues from start to finish, but surely they can do that from a telephone call?
My message to these big companies – and especially to the Royal Mail – is this: have a little respect and talk to people like they are intelligent human beings! At FTS Safety Solutions, we work in a completely different way. Amazingly, we can actually answer the phone without a customer having to go through numerous menu selection processes. We also have a service standard that means that we contact our clients to remind them about PAT testing. Yes, we do send emails; yes, we do send some things by post, but more importantly, we will actually talk to you when you need to.
So if you want a company who will look after your testing needs and give you the service levels that you would expect, it may be a great idea to call me for a no obligation quote on 0330 6600264 or click here to ping over an email and I’ll get right back to you – politely and courteously!