To H**en**ly
After posting my blog yesterday, it is clear to see that there are many digruntal customers out there that are receiving a very poor standard of customer service from Henley.
The response that I received is far worse than what I initially expected and I can image that right now H***enl**ey is probably in damage control in regards to my blog. The removal of the hen name on the website is enough to ensure that my concerns have raised some eyebrows.
Therefore, rather than repond to the email sent to me by H**en**ly on this site to directly discuss my issues with them, I would rather offer advice and feedback that might assist Henley in providing a better customer service to all future clientele. The damage is already done!!
1. Colour Selection is a very important part of the decision making when building af home as your are aware. Henley advised us to perhaps visit corsham and get an idea of what we have in mind before meeting with our colour consultant. We did this but the errors still slipped through the cracks until it was too late. May i suggest that you continue to offer this advise but in addition, provide a sheet detailing all the areas that clients are required to provide colours for. That way if a customer doesn't understand anything they can query it with the colour consultant on the day. It also makes the process quicker and more efficient for consultants themselves. It also enables them to provide advise on decisions made.
2. Customer service. Clearly the response to customer service all round has been negative. It is clear that there are not enough hours in a day for CSR's to make calls to clients. Perhaps hiring of more staff may help.
2. a) The other issue with customer service is inaccurate documentation of details. When i was first contacted by my customer rep, I requested that all updates be put in righting through email. This was rejected by him.
Email is a good way of documenting details and monitoring the efficiency and accuracy of your customer service. A simple spreadsheet which is updated weekly and emailed out to clients should be sufficient. Not only will customers have it in writing but it will also reduce CSR from making exorbant calls every wednesday. This would also improve the efficiency levels all round. ie CSR having to leave messages and customers having to return calls. An email is guaranteed to be received by clients, and if there are any concerns customers can contact CSR by email or by phone.
If anyone out there has anymore advice, please respond!!!