Customer Service is paramount to all the team at HTL. We pride ourselves on maintaining a ‘can do attitude’ at all times. More importantly we take extreme care to ensure we live up to our clients expectations, by recording all our work in a state of the art database.
We pay particular attention to how long it takes to respond to a client, both over the phone and when called to site. Our Technical Director monitors the percentage of first time fixes which is typically 100% or very close. Finally we ask all our clients how happy they are when we close a call. This results in a client satisfaction statistic.
Engineers, Customer Service Staff and Directors review this information together on a regular basis, and our state of the art database system can generate detailed reports.
Our CRM database automatically updates our performance stats on the front page of our website so all our clients can see how we are performing.