At some stage or another, sadly, we’ve all been on the receiving end of poor customer service, whether that be being put on hold for what seems like hours, assistants chatting to each other whilst they’re serving or tradesmen not turning up.

To us, along with the quality of our workmanship, customer service is paramount and we like to think that we do it quite well, our reviews certainly reflect this.

The areas of customer service that are key for us are ……

Know your customers

Since we started up 5 years ago we have been lucky enough to have gained many loyal customers and feel that we have learned a great deal about their requirements and preferences.  We use a software system where we can make note of any special requests or information, to which all our staff have access and can act upon.  Having said that, there’s nothing l quite like the personal approach, anyone who has rung the office and spoken to Shannon will know she likes a chat; as do our engineers when they call, usually accompanied by a cuppa and a biscuit!

Timely responses

There’s nothing worse than calling a business, leaving a message then waiting days for them to ring you back.  We try and respond to all our messages on the same day, whether that be by phone, email or via a social media platform.

Proactive v Reactive

There will always be times where we have to be reactive, if you have a leak or if your boiler stops working, but we do try to be proactive wherever we can.  We will always remind you it’s time for your boiler service, appliance check or gas safety certificate, but when we do visit if we spot anything our engineer thinks may cause a problem further down the line, we would let you know in advance.

Communication

This is a key thing for us.  There are many ways in which you can get in touch with us; via our website, by email, phone or text message, we also use Instagram and Facebook messaging.  As well as our Facebook page, where we post hints, tips and information daily, we also have a group where members can ask plumbing and heating related questions to save having to call us out for easily solved problems, such as bleeding radiators or topping up boiler pressure.

Feedback

We welcome your comments and feedback and there are several ways in which you can do this.  Our engineers will leave you a Checkatrade and/or Which Trusted Traders form to complete, you can also review us online or on Google.

We hope that you agree that our customer service is one of the areas where we strive as a small business. Our Which customers definitely do, with 100% of them agreeing that they would recommend us!

Thanks for reading,

Paula

www.facebook.com/dtsplumbingandheating

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