Atlas Copco Compressors has launched a Customer Care Charter to demonstrate its commitment to providing innovative products and services that meet its customers' exacting requirements. The charter, which was developed as part of the company's Complete Customer Care programme, promises that Atlas Copco will drive interaction with its customers to ensure that it provides exactly the right level of support needed from purchase of equipment through to ownership and beyond.
Leen van Diggele, the Managing Director, explains: "We want to be the most customer-focused organisation in the compressed air industry and our new Customer Care Charter is an important milestone in this strategy. Not only does it provide our customers with a clear indication of the service they can expect from us, but it also helps to emphasise to our employees and distributors how important customer care is to Atlas Copco and how crucial they are to delivering the best levels of service. In addition to the Charter, our Complete Customer Care programme has already progressed best-practise changes in areas such as workplace culture, training and development, call handling, customer relations management, sales support and internal communications."
The Atlas Copco Compressors Customer Care Charter covers a number of areas including communication, understanding needs and expectations, committing to the future and aftercare. For example, Atlas Copco promises courtesy, professionalism, positivity and awareness of needs and expectations in all of its communications with customers. It also outlines its commitment to market-leading sales support – every Atlas Copco employee undergoes a minimum of 40 hours training annually to ensure the level of service delivered exceeds customers' expectations.
Another key pledge is the commitment to future customer support through investment in the latest technology to ensure the company stays at the forefront of the compressed air industry. Environmental considerations, both in manufacture and operation, are also outlined as being at the forefront of the company's technological innovations.
Leen van Diggele concludes: "As the Charter says, we believe there is always a better way and we will actively seek our customers' thoughts and suggestions on how we can improve our organisation. We understand that we cannot get it right every time but we will never walk away from a problem."