The Danwood Group has established a 43-person Customer Care Team as part of a £5 million commitment to improve customer service and meet guaranteed service commitments highlighted in a new customer charter.
Instead of having first call resolution targets to meet, Danwood’s Customer Care Team is focused purely on solving incoming enquiries to the complete satisfaction of the customer. Each enquiry will be allocated a dedicated customer care team representative, who will keep the customer informed of developments and only close a case once the customer is 100% satisfied.
As well as handling inbound enquiries, Danwood’s Customer Care Team aims to contact each of the company’s 17,500 customers every few months, with the objective of forging stronger customer relationships, developing a closer understanding of their needs and identifying any issues before they become problematic. The team is currently contacting 450 customers daily.
Steve Francis, CEO of Danwood, said: “One of the key requirements uncovered from our extensive industry and customer research is that customers just want to have trust in their print and document services supplier. So our overriding objective is to simply put the customer first and deliver on our promises to them. We are already seeing a hugely positive response from our customers to this new programme and are confident a more happy customer base will provide strong foundations for our vision to enable the workplace of the future through innovative print and document services.”