Customer Service

Each neutral fault or job is allocated to and overseen by a designated controller to make point-of-contact more efficient and personal for the customer. The customer is also supplied with two out-of-hours phone numbers for continuous contact. The controller will initially visit all properties affected within two to four hours of fault notification (depending on traffic and distance) to log customer details, leave our contact details, and ascertain potential damage. Thus, even if no damage is initially found, the customer can report items later.

Because Graphic Electronics Services Ltd considers the initial visit to be essential for both contact and future progress with the customers, every property is left with a letter explaining who we are along with our contact details, regardless of whether the customer is in or out on first visit.

Where damage is discovered, an inventory is compiled. If possible, we will repair or replace items on site from van stock. Items unable to be repaired on site are immediately uplifted for attention in Graphic Electronics Services Ltd workshops. The relevant specialist engineers are notified of damage to larger items such as kitchen appliances (white goods), electrical systems, and central heating repairs and installations, who then liaise directly with customers to inform them of their intended visit with a time that is suitable and convenient to them.

Items uplifted to the workshops are inspected and diagnosed within 24 hours. Spares are ordered (if not in stock) from the relevant manufacturer and repaired within two working days.

Customers that are found to have special needs, for example if they are elderly or disabled, are given priority in terms of repairs and replacement items.

If appliances need to be replaced, Graphic Electronics Services Ltd has accounts with leading electrical suppliers and arrange for replacements to be delivered and installed within two days.

Every customer is kept informed at each stage with progress reports by telephone or email.

Management Oversight

Graphic Electronics Services Ltd is dedicated to improving its management systems wherever it can and in whatever projects it develops now and in the future. We have internal programmes in place which are being updated and modified on a continuous basis covering all aspects of our working procedures including categorising courses and training programmes, assigning them to teams, departments, or selected individuals. This is an ideal project for small corporate environments. This makes it easier to schedule and hold training sessions and interrogate systems for improvement in our business applications.

Regular meetings help us to monitor our performance as a company and evaluate our progress and procedures. All modules i.e. spreadsheets are arranged in alphabetical order and easy to access. Users can navigate the system by using keywords or categories.

Admin also feel comfortable using the system as assignments are easy transferrable from one source to another.

Our in-house system covers the monitoring of GDPR and Health & Safety to remain closely connected to the latest updates and changes to our industry. This helps to improve the quality of training and information sharing. The system allows us to create interactive discussions to motivate our teams.

Monthly meetings between staff in their various departments and roles within the company are held separately such as admin, engineers, and field personnel to discuss any improvements that can be made on our in-house system.

Quality Assurance

Graphic Electronics Services Ltd has an excellent working relationship with their team; every member of staff has been working in their specialised field for us for over fifteen years and has established a full understanding of the working ethics required by Graphic Electronics Services Ltd.

However, complacency is not something that we tolerate and we’ve implemented methods of practice preventing disruption within the business.

Complaints procedure

Graphic Electronics Services Ltd has a complaints procedure process and treat all complaints seriously. We investigate complaints promptly and fairly and customers are responded to within a 10-day period. The procedure is outlined below

• Initial Complaint Received and Verbal Written Response to Customer Given
• Complaints Form Completed by Admin Staff
• Complaint Investigated
• A Written Response to Customer to Comply with 10-Day Procedures
• Lessons Learned Noted to All Staff and Appropriate Action Taken

For the purpose of this procedure, a complaint is any written or spoken expression of dissatisfaction with Graphic Electronics Services Ltd made to a member of staff with the intention of making an official, recorded complaint. A complaint can be made to any member of staff in person, by telephone, or in writing (by letter or email).

All complaints and all stages of each complaint will be recorded on the complaints record form.

The member of staff who receives the complaint (verbally or in writing) will record it using the complaint record form and, with the assistance of a GES Manager if necessary, attempt to resolve the problem informally. If the complaint concerns an individual, that individual will be asked to comment on the substance of the complaint before a resolution is determined.

The proposed resolution will be communicated to the complainant in writing.

All complaints are treated as confidential.