CUSTOMER SERVICE POLICY
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Schweickhardt Erchinger always puts the customer first. This customer service policy sets out what this commitment means in practice, what our customers can expect from us and what we expect from our customers.
Our customer service policy clearly outlines the company's commitment to providing excellent service that provides an improvement in quality of life and value for money. The key to achieving this mission is a valid and reliable relationship with our customers.
Different sectors will have different customers but it is important that they are treated with the same high quality service. This policy and the standards within it apply to everyone.
Why do we have this policy?
Schweickhardt Erchinger aims to be an organization that puts the customer's needs first. Our staff is committed to providing responsive and caring professional service.
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We promise that:
We will act in a professional and courteous manner at all times. We will address your request immediately or explain the reason for any delay.
We will listen to you and ask for your opinion.
We will keep our promises.
We will be transparent and honest and explain our decisions to you.
We welcome the idea of making a complaint and guarantee an investigation and a response.
We will respect you and the information you provide.
We would appreciate it if:
You will give us the information we need to help you.
You will treat all our employees appropriately and with respect.
You help us improve our services by giving us your feedback.
Let us know when we don't do what we say.
Customer standards
We aim to:
We always answer the phone on business days.
We will call you back within one business day if you have left us a message.
Let's respect the date set for meetings.
We solve your problem within 5 days, if it is exceeded we will explain why and give you deadlines.
Emails sent to v.nicula@se-engineering.ro within 48 hours will receive a response within 2 working days.
We respond to complaints within 10 working days.
Other commitments:
We will answer your questions from the first moment or direct you to someone who can help you.
We will communicate in plain language.
We respect your right to privacy by treating your information confidentially.
We have well-trained and reliable staff who have the skills and knowledge necessary to achieve the objectives.
How will we monitor this policy?
It will be easy for you to send a complaint, comment or suggestion.
We will monitor complaints to ensure we learn from our mistakes.
Monitoring our performance against these standards and against this policy.
Training and supporting our staff in providing better customer service.
We use opinion polls to gather customer feedback on a regular basis.