Our company, as part of its compliance to its quality and customer satisfaction obligations, has a comprehensive customer complaint procedure and the involvement of senior staff and Managers until the matter is resolved to the satisfaction of all parties.
To ensure customer complaints or failures of communication or meeting customer requirements are fully investigated by the Manager they are addressed as soon as possible.
As such, our stages of response to a problem being reported will include :-
- Recording and verify the problem to be resolved
- Assigning an investigating Manager
- Consulting with the complainant and parties to the incident
- Producing recommendations/actions and parties to the incident
- Producing recommendations/actions to resolve the issue to the Managing Director
- Communicating the findings to the customer
- Analysing the findings from the investigation and report to the customer
- Implementing corrective measures and/or procedures to prevent recurrence.
We use the above stages to deliver our commitment to quality management and eliminate failure to meet the customer requirement.
General customer complaints should be reported to [email protected] and will be investigated by our Quality Control Manager via the above process.
If verbal or written customer complaints are received they are recorded on a standard Customer/Client Complaint Form by our Manager.
If the customer complaint is received by our Manager, we will endeavour to resolve the situation immediately to the satisfaction of the customer in consultation with the Manager and report the outcome to the Customer. If not, ithe Manager who, in liaison with the relevant staff, will investigate and evaluate the complaint and take appropriate corrective action.
The Manager will undertake an investigation to establish exactly what has occurred and if this issue relates to misunderstanding regarding the specification of the journey, rather than failure to perform to a satisfactory standard of courtesy and/or behaviour.
All staff members are made aware at their induction and training of our commitment to delivering high quality experiences of GATCARS.COM to the total satisfaction of the passenger.
The Manager will communicate the outcome of all investigations to the customer within two working days ensuring that corrective action is undertaken and sign and date the Customer/Client Complaint Form to verify that action has been completed.
The Complaint form is then recorded on the Complaints spread-sheet which is examined and reviewed as part of the Monthly Performance Management.
The Manager will examine any learning from the investigation and will implement and revise any procedure and our training issue to ensure that this problem is prevented from re-occurring in accordance with the above stages. The company is committed to continuous improvement and the constant improvement of policies, processes and procedures to improve performance and provide highest levels of customer satisfaction.