Customer Care Promise

Autocraft Accident Repair Centre wish all customers to be happy with the service they receive. We want customers to help us deliver on our main objectives and to fulfil our mission statement.

“Our pledge is to establish lasting relationships with our Customers by exceeding their expectations and gaining trust through exceptional performance by every member of the Autocraft-Telford team”.

All our staff will adhere to the Company’s Customer Promise:

Every time a customer contacts us, or we contact them, we will apply the following:

We will…

1. Be polite, courteous and respectful to all our customers.
2. Treat our customers according to their needs.
3. Listen and do our best to help customers.
4. Aim to resolve issues first time every time.
5. Have staff that are helpful and knowledgeable to advise customers.
6. Ensure that our reception is welcoming.
7. Aim to answer the telephone in 5 rings.
8. Aim to respond to telephone messages within 2 hours.
9. Ensure messages for colleagues who are not in are returned.
10. Provide customers with updates if requested.
11. Acknowledge letters within 5 days.
12. Aim to resolve any complaints within 10 working days or explain why we cannot do this.
13. Follow up suggestions and use them where we can.
14. Monitor complaints and ensure they are not repeated.
15. Make an appointment for you when you request one.
16. Aim to make appointments at times that suit you.
17. Inform you as early as possible if we cannot keep an appointment.
18. Arrange for a home visit if you want one.
19. Aim to see you within 5 minutes if you have an appointment.
20. Aim to see you within 15 minutes if you do not have an appointment.
21. Be on time, or if we are running late telephone to let you know.
22. Show identification.

As part of our commitment to Autocraft’s people we will not accept abusive or aggressive behaviour towards staff.