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| We wanted to take part in the Top 50 program because we are continually looking for ways to improve the service we offer our customers and to do this it is important for us to understand what they really think about us. The benchmarking element also allows us to see where we perform well and where we need to improve. Both of these insights will help us to maximise our service proposition for the benefit of our customers.
James Petherbridge, Customer Contact Manager,
Dyson Limited
The Dyson story is one of taking an everyday problem and solving it through engineering and creating better technology. But this doesn’t just apply to our machines; we take the same approach when it comes to supporting Dyson owners.
As a successful company we always strive to deliver a fast, friendly, effective and expert resolution to any query. If people want some product advice or need to resolve a glitch with their machine, they can call our Contact Centre here in Malmesbury free of charge from 7 in the morning to 10 at night every day of the week. Our Advisors and Field Service engineers are fully trained in all things Dyson which enables us to solve issues first time in all but the rarest cases. It also means people don’t get buried in layers of pressing 1 for this service and 2 for another when calling us.
Our true measure of performance is based on the resolution of customer queries rather than burdening our team with call per hour targets. Our average call length is around 5 minutes, however, if it takes thirty minutes to resolve then we’ll happily put the time in.
We are located in the UK right next to our R&D team so we ensure that feedback from our customers whether via the Contact Centre or from our Field Service team reaches our design engineers who are constantly developing new innovations.
We don’t rest on our laurels either. We recognise that people are communicating in different ways these days so we’re now ‘tweeting’ and blogging on social networking sites as well.
Our proposition is simple, you can contact us about anything to do with Dyson and we will be more than happy to help. |
DYSON
