Removalists – Why Customer Service Should Be A High Priority For You

25-Nov-2015: >>> Back to Articles One of the major differentiating factors between removalists is the commitment to quality and change. Continuous improvement of procedures directly leads to meeting and satisfying customer requirements.  Crown Relocations has a global reach, with offices within a country and around the world have a distinct advantage over those that require third party agents. They can control the quality of customer service from start to finish and take complete responsibility for your belongings.

Obtaining customer feedback is the basis for recognising specific problems as well as ongoing trends. Measuring individual branches on a global network of offices can indicate service areas that need improvement. Quality of service must be measured throughout the entire removal process. This includes what happens at the point of origin – your current home for packers, sales and administration processes as well as at the destination office – your new home and all the operational aspects in between.
This means that packing and unpacking crews, sales and administration including service support and accounting are all measured against defined benchmarks. Importantly, those benchmarks should be reviewed and changed for continuous improvement when necessary.

The major task for a reputable removalist is to obtain feedback from you as soon as possible.
The destination office must take responsibility for feedback and contact you either by phone, in person or email. It is preferable to have a phone or face-face conversation with you to get a more in depth understanding of the success of your move. The aim of feedback is to identify areas of service delivery that are performing well and those that need to be improved. Feedback must be obtained preferably within 3 days of your move while your experience is still fresh in your mind.  Importantly, any potential issues that you may have had can be dealt with quickly and if necessary corrective actions put in place.

Removalists with a commitment to customer service capture feedback results electronically into a database. They are then linked to a global quality program. Although one-off issues for a particular client will be identified, the database will identify trends in local offices worldwide.

Removalists that require an agent at destination cannot guarantee the same level or continuity of service. They cannot be totally committed to change as they lack control over the 3rd party company. When an agent is engaged at the destination, the origin office ships your belongings and supplies documents to its agent destination office. In turn the agent clears customs, delivers and unpacks your belongings. However, if there is damage that may cause you to claim against your insurance policy the issuer of that policy, most probably the origin removalist must investigate, agree and then pay the claim.

As an example; if some of your belongings are damaged, who takes responsibility? Did this happen during the packing or unpacking process? Who will help you solve your problem? Any claims for damage will be done through the origin company, the one that provided you with your insurance policy. If it is an international relocation, you are now at a disadvantage of distance and time. A complete quality program can only be achieved with a removalist company that has an end to end service – that is does not use 3rd party agents.
Removalists that can control your move throughout using the same processes in every location can guarantee the same level of service and support. In the event of a claim for damaged goods, the destination office is the single point of contact and can deal with the claims at point of destination. This might mean even finding a local business to repair your belongings if that is necessary.

The goal is to enable you to settle into your new life in your new home as quickly and comfortably as possible. Having a worry free move whether that is a local, interstate or international will certainly go a long way to meeting that goal. Removalists that continually look to improve their customer service with an active customer feedback and quality improvement program are always looking to make your move easier.

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