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Customer Service
The
SeniorSitters
Commitment
1955 Orient Line promotional
piece, designed by Australian artist,
Douglas Annand (1903 - 1976)
From the collection of Björn Larsson (Click on picture for full size view)
“Purser Puckle Pampers Passengers,”
proclaimed the Orient Line’s alliterative advertisement, emphasising the
superior customer service that the venerable shipping company claimed to offer
its passengers.
Today, almost half a century after the
Purser Puckle advertisement first appeared, companies still use customer service
to claim superiority over their competitors.
But now, as then, most pay lip service to this vital value,
without any real commitment to what it means.
Call the customer service department of a bank, telephone
company or other service provider and you are answered by a machine. Then, after
pressing a series of buttons in response to frequently irrelevant commands, you
eventually arrive at a call centre. Here, the person you speak to has little
interest in customer service or knowledge of the product or service that his or
her employer is providing.
At SeniorSitters
we know how frustrating this can be, so we make the following commitment to our
members:
1
The Customer is Always Right – Even when he or
she is not. We know that it is easy to make mistakes – especially when dealing
with computers and the Internet. We also recognize the basic honesty of our
members, so if a mistake has been made – by you or by us – we undertake to
rectify it quickly and courteously
2
The only time your telephone calls will be
answered by a machine is when our lines are busy or for some reason unattended.
Nonetheless, we undertake to reply to any message within 24 hours – no matter
what!
3
Every query, whether by telephone, post, email,
or through our website, will be answered by a senior member of
SeniorSitters
management. It's simple, we want you to get the right answer – the first time.
After all, our members are our life-blood. And we will not
forget it.
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