Our customer Service works on these 8 rules:
1) We answer our phone.
We answer our phones promptly during office hours, and if one of our staff cannot answer your questions, we will have a team member ring you back who can.
2) We don't make promises unless we can keep them.
Reliability is one of the keys to any good relationship, and good customer service is no exception.
At JRM Auto Repairs Ltd the same rule applies to our client appointments and deadlines.
3) We listen to our customers.
JRM know there's nothing more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn't been paying attention and needs to have it explained again?
JRM Auto Repairs Ltd pay great attention to our customers, we let you talk and explain the problems you are having with your Car or Van, it also saves us time in the long run & helps us solve the problem.
4) Dealing with complaints.
No one likes hearing complaints, and many companies out there have developed a reflex shrug, saying, "You can't please all the people all the time".
Maybe not, however, JRM Auto Repairs Ltd take this very seriously, we know that if we give the complaint our attention, we may be able to please this one person this one time allowing them to reap the benefits of our great customer service.
5) JRM are helpful - even if there's no immediate profit in it.
One of our Valued BNI Gravesend members came into see us, they had been to another company for a service on their car, they were informed that they needed a new part that would cost around £100 for both the part and the fitting.
We looked over the vehicle and discovered that the acctual fault was a loose connection, we promptly secured the connection and sent them on their way, £100 better off.
We know that this customer will not only tell all their friends about this, they will also return to us for all of their servicing and MOT needs from now on.
6) All of our staff are trained to always be helpful, courteous, and as knowledgeable as possible.
Our staff are taught about good customer service and what it is regularly.
However, most importantly, we give every member of your staff enough information and power to make those small customer-pleasing decisions.
7) We go the extra mile.
Whatever the extra mile may be, we want to provide great customer service to our clients, and 99.9% of our customers come back to us!
They don't always tell us why and shout our praises to our face, however, people notice when we make an extra effort and they do tell other people.
8) We ask for feedback and continue gathering
customer service ideas.
Neither BMW or Mercedes have achieved their success by doing the same thing for the last thirty years, or by simply reacting to customer complaints. At JRM Auto Repairs Ltd we listen to our customers and find out what kind of special customer service they want from us.
You can help us by filling in our Feedback form.
This is also reflected by our testimonials, please feel free to read what others are saying about us. We understand that excellent customer service is a service that is responsive to our customers' needs. We also know that customers are tired of dealing with companies that ignore customer service or only pretend to have it.