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News

Security product customer care team bolstered.

Adams Rite Europe : 12 December, 2007  (Company News)
Improvements in customer care team underline Adams Rite commitment to security industry customer service.
As a leading provider of security solutions, Adams Rite recognises that customer care is paramount to both retaining existing customers and winning new business.

Hence, Adams Rite has strengthened its dedicated customer service team in order to offer the highest standard of technical advice, product specialism and total client support available to specifiers, distributors, installers and end-users of security solutions.

Headed up by Customer Services Manager, Mike Bishop, the five-strong team of experts adopts a 'Best Practice' approach to dealing with customer enquiries and complaints by developing a customer service promise encompassing standards of response and procedures. This promise includes the following criteria:

- 85% of calls to be answered in under 20 seconds
- One team member specifically trained in high security locking
- Dedicated Export Team within the Customer Service Team
- Provision of support to the Business Development Team
- Providing a one-stop-shop to customers, whatever their needs

Comments Mike Bishop: "Although the strengthened team has only been in place for a comparatively short time, it has already proven to be a great success. Targets have been beaten and 87% of calls are answered in under 20 seconds.

"As one of the leading players in our field, we believe Adams Rite should set the standard within the industry and that can only be achieved with a dedicated and experienced Customer Service Team which is fully committed to enhancing Adams Rite's product and service offering.

"When our customers contact us, we respond in a manner that fully upholds our reputation for quality across all areas of the business. Calls are answered politely and quickly and we offer sound technical advice. We value our customers and by handling their concerns in this way, we are able to help build relationships with all our target audience groups."
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