Europe’s leading specialist Industrial Control and Automation distributor announces its first customer improvement measure since conducting its recent annual customer survey.
Routeco has followed up its commitment to listen to its customers by making it easier to return products purchased in error and offering a full refund. The previous returns period has now been extended from 3 days to 14 days. The only requirement is that the goods must be in resalable condition with seals intact and no markings on the packaging. Certain items are excluded and these include goods that are purchased specially for a customer. These are clearly identified on all paperwork and also the Routeco website
Routeco said that, after extensive customer feedback it would introduce several additional improvements in the coming months to improve customer service within the company. Other areas that are currently under review include delivery charges, despatch information and credit limits.
Routeco’s Operations Director, Tony Usher, said: “Great service and listening to our customers shows that we care about developing a long-term relationship that means more than just making a sale. We strive to become the partner of choice and we know this is only achievable if we constantly re-evaluate our current practices”.
He added that "As some of these policy changes will require alterations to our processes and staff retraining, we will be rolling them out over the next few months as we strive to further improve our position as the leading distributor for Industrial Control and Automation products throughout Europe".
Customer service is at the heart of everything Routeco do, but they also recognise that there is always room for them to improve. The recent customer survey highlighted a number of areas that customers would like to see changes and this feedback has now become part of the Routeco senior management discussions.
If customers should want to make other suggestions or give feedback on the changes then they should do so online at www.routeco.com or talk to their local branch or account manager.
Please Note: You will now see on the Routeco Ecommerce Platform www.routeco.com a notification to let you know if the product is non-returnable. The non-returnable products will be displayed as the example below:
AB2080LC2020AWB^
No comments:
Post a Comment