OUR COMMITMENT TO CUSTOMER SERVICE

25 August 2017
By: Richard Geldard
OUR COMMITMENT TO CUSTOMER SERVICE

Customer service should go beyond answering the phone to queries and complaints. We need to also support and incentivise installers to keep on top of industry changes, especially now that customers can easily access a wealth of information online and have become more inquisitive about the products they purchase. Alpha therefore supports installers with training and a loyalty scheme to reward them for their hard work.

Installing boilers efficiently and correctly will mean less follow-up jobs to fix mistakes, but customers will also feel more confident in your abilities. With a wealth of free resources available for installers at all levels – from magazines and journals to trade shows – there are lots of ways to stay up to date with the latest technologies and changes to regulation. Being informed will give you the confidence to provide an excellent service to your customer, which is why we have invested in our customer relations team and training to ensure we are constantly improving our offering and giving valuable advice.

We also believe in thanking our installers for their loyalty to our brand, which is why we’ve set up AlphaOne. Here users can redeem points, which are accumulated by installing our boilers. The rewards on offer include homewares, electronics, jewellery, DIY equipment, and invites to VIP events. However there are also practical rewards like workwear and marketing support to help our customers grow their businesses.

For the homeowner, we’ve developed our servicing and breakdown offering – BoilerCare. We recognise that in some areas, homeowners may only have local engineers that offer installs. In these cases, we want to highlight the importance of regular checks for a healthy and long lasting boiler and as such we have designed a service only plan to address this.

BoilerCare also safeguards customers whose boiler is no longer covered under warranty from unexpected repair bills should the boiler become faulty or breakdown. As well as including an annual boiler service with one of our Gas Safe registered engineers, we provide unlimited call-outs and the peace of mind of genuine Alpha spare parts. Our customer service strategy aims to look after installers at every stage, which includes being there to support your customers.

You can reach our Customer Service team on 0344 871 8760 or by filling in our enquiry form.

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