A Letter to Our Customers

Dear customers,

At Micronclean we are dedicated to providing high quality customer service that upholds the values of our family owned company. By acting as the central hub for customers and staff alike, we strive tirelessly to create quality and efficiency for every interaction that crosses our department.

The customer service office is structured so that all team members are able to interact and help one another. When our Business Development Managers (BDMs) and Account Development Managers (ADMs) aren’t out on the road working remotely, they also sit in the customer service office, adding further interaction between sales and service.

When considering general customer service departments across multiple companies, you often hear people complain about never getting to speak to the same person twice. That is why our buddy system was created and implemented, helping to delegate workload across our customer service coordinators. Each coordinator is assigned around four BDMs/ADMs to which they act as the first line of contact for any queries from their respective customers. Every member of the team is trained to appropriately handle any situation you may find yourself in. If they are unable to resolve the query they will use a structured escalation process in order to gather the relevant answers/solutions.

If your dedicated member of the customer service team is out of the office, the phone will always be answered by another member of the team who will be able to deal with your query accordingly. If your query has been sent via email, their absence from the office will be indicated through an automated out of office response. If your email contains an action that is urgent and cannot wait for their return, we would recommend forwarding the query to customer.services@micronclean.co.uk and this will then be actioned by another member of the team.

In order to provide you with high-quality customer service, we have office guidelines and a customer service charter that helps us to provide consistent service across the team. Some examples of these standardised actions include:

1. Always answer the phone

We will always ensure that someone is available to answer phone calls during office hours (Monday – Friday, 8am – 5pm). In order to do this as a rule, we aim to pick the phone up within 3 rings.

2. Listen

Our team will take the time to listen to your query, understanding the importance of gathering all of the required information. This is vital for us to be able to accommodate your requirements and pass them onto the relevant department.

3. Know your products

We undertake consistent training and continuous improvement activities in order to remain current and refreshed on our product and service offering.   

4. Act quickly, but accurately

As per our customer service charter, we will always endeavour to respond to emails within 24 hours. This means that irrespective of workload, you can assure that your query has been seen and actioned efficiently.

5. Manage Expectations

Honesty is something we pride ourselves on, therefore we avoid over-promising. By being upfront with our customers we find it is easier for both us and yourselves to navigate any query in a timely manner, without any hidden surprises.

Having a reputation for high-quality customer service is absolutely great, however we always ensure that this does not make us complacent. Whilst we are extremely proud of the company’s history and development over the years, we are always looking to the future and thinking of ways to improve the department. In 2020 we will be looking at ways in which you can provide us with feedback specifically on our customer service. We enjoy seeing feedback come in for our product/service offering, therefore we would like to apply that to the department in order to improve and build upon our successes. 

Training is another focus area for 2020, which will see the whole department continue to actively participate in training sessions, knowledge forums and customer visits in order to build cross-functional skills. Finally, the third goal for the customer service team this year is to overhaul the complaints procedure. This project is designed to make the process more user-friendly and time-efficient for both parties.

I will end on a phrase given to us by one of our directors who is famed for his witty sayings, ‘to be a great supplier, you need to be a great customer’ and we are so very lucky at Micronclean to have wonderful customers who are open to building long lasting relationships with us.

Thank you for your continued custom and we look forward to working with you in the years to come.

Author

  Tracy Bailey

  Customer Service Manager