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Customer
satisfaction is the key to any successful organisation. To
ensure that we meet customer needs and provide quality and
caring services at all times, we have a number of systems
and services in place. Our first step in this direction is
to make sure that customers can get in touch with us both
quickly and easily. We therefore have a dedicated 24-hour
EMSTF Hotline (2333 3762) and an integrated customer complaints
and management system, to provide a single point of enquiry,
fault reporting and contact and to offer easily accessible
services and support to our customers.
To
make sure that we meet specific service needs and requirements,
we provide customised solutions through Service Level Agreements,
which are finalised only after careful consultation with our
customers. These agreements define the scope and level of
our services, budgets and customer priorities, making sure
that we share their vision and objectives from the very start.
Our Client Managers also provide personal attention and a
single point of contact while assuming ownership and full
responsibility for customers' individual needs and requirements.
As a customer, if you are interested in this service or would
like to see what we can do to help you in your business, please
approach your Client Manager or call us on our EMSTF Hotline.
In
serving clients efficiently and effectively, it is important
for us to hear what they have to say and to respond to specific
needs. We therefore have a number of communication channels
both formal and informal, helping us to establish an open
and ongoing dialogue with our customers. These range from
customer newsletters, leaflets and brochures, electronic information
such as this website and face-to-face events such as our customer
seminars. Our Customer Opinion Surveys also provide a more
formal view of what our customers think of us and what we
need to do to improve our services. |
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