 TOP QUALITY MANAGEMENT
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As a service provider, we have defined our policy and objectives for a commitment to quality. The overall responsibility and authority pertaining to issues of quality is assigned to the Manager, Customer Service. These policies and objectives are periodically reviewed to ensure their continuing suitability.
JTR maintains a document system of service provision that is established and maintained to ensure that service is consistent and conforms to specifications. The provision of service may be identified at any stage of delivery through a system that tracks work through assigned workorder numbers.
Effective procedures are followed to provide training to all personnel whose activities affect the quality of service delivered. Service training is provided on an ongoing basis to ensure that all service technicians are appropriately qualified to carry out their duties. |
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OUR COMMITMENT |
Customer service at JTR means identifying what are the customers’ relevant needs. With a solid knowledge of our customers’ needs and expectations we measure our performance against their satisfaction and subsequently establish and maintain customer specific service standards.
Through the Manager, Customer Service, we have an established conflict resolution mechanism that addresses customer complaints ranging from simple invoicing discrepancies through installation and service concerns.
The provision of customer service is directly related to the performance of the service technicians. A regular review and benchmarking of employee improvement and growth is utilised to ensure that customers receive quality service. Most importantly for customer service, is the ability to understand and to take advantage of customer suggestions for improving service. |
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