CUSTOMER SERVICE STANDARDS 2011
It is the Company’s intention to provide our customers with the very highest standards of service and customer care. We have published below the service standards that we strive to attain at all times.
The office opening hours are 8.30am to 5.00pm Monday to Thursday and 8.30am to 4.30pm on Fridays. It is our policy that customers are able to speak personally with all staff including senior management at The Sash Window Workshop on direct telephone numbers.
Richard Dollar, Managing Director 01344 350650
Mark Scarff, Head of Sales 01344 350670
Resh Samra, Installations Manager 01344 350657
Miklos Szabo, Survey Manager 01344 350653
General Information
As part of our ongoing commitment to the environment and sustainable working practices, The Sash Window Workshop’s preferred method of contact with customers is by e-mail. We do understand that this is not the preference shared by all and we will comply with whichever contact method best suits your requirements.
We undertake to keep your personal details confidential to The Sash Window Workshop and not pass them on to third parties without your consent.
When you make an initial enquiry
- You will have the opportunity to speak to someone who is knowledgeable about windows and doors
- When you leave your details, we will confirm that we have received your enquiry by text and/or e-mail
Sales Surveyor Visits
Our Sales Surveyor will call you within one working day of your initial enquiry to discuss your requirements in more detail and arrange to survey your windows and doors.
During the visit to assess your needs, the Sales Surveyor will provide:
- A thorough inspection of your windows
- A presentation of our products and services together with comprehensive advice
- A quotation within your home or, if your requirements are more complex, we will present the quotation to you within five working days
Please note that our Sales Surveyors, Manufacturing Surveyors and Installers are all employees of The Sash Window Workshop and do not rely on commission. Their instructions are simple:
“Give the very best possible service and advice at all times.”
Receipt of your order
- In the unlikely event that there are any amendments or clarifications required to the paperwork, we will contact you within two working days
- If a manufacturing survey is required, once your order has been processed we will contact you within five working days to arrange a convenient time
- In the event that amendments are required to your order once the manufacturing survey has been completed, we will contact you within five working days
Installation dates will be offered in writing.
Installation dates
- If your order does not require a manufacturing survey or pre installation site visit, we will contact you within five working days from the date your order has been processed
- Should your order require a manufacturing survey, an installation date will be offered within ten working days from completion of the manufacturing surveyproviding all details have been confirmed by you, such as bespoke paint colour, design and finish etc
We will speak with you to confirm the installation date and time of arrival. During this conversation we will arrange parking requirements outside your property and address any last minute details, including preparation of your home for our installation teams.
Our Installers are trained in customer service and site preparation/job finishing. They will:
- Arrive at your home between 8.00am and 9.00am traffic permitting
- Wear clean company uniform, carry ID cards and arrive in clean and tidy liveried vans
- Respect your home
- Only move or touch your furnishings with your prior written consent
It is our intention that a member of the Management team will visit your home during or after completion of the work.
Post Installation
In the unlikely event that you have any questions or concerns we will arrange a remedial visit or a site inspection date as soon as possible.
If any remedial work is required we will carry this out quickly and efficiently with minimum disruption to you and ensure that you are completely satisfied before we leave.
We are proud to live up to the high standards we set ourselves. If we do not meet your expectations, please let us know so that we can continue to improve the service we aspire to provide.
