ts2 has a straight-forward approach to customer services and support - essentially we treat our customers how we would like to be treated:

• we enjoy ongoing relationships with all our clients, meaning that typically our staff are on familiar terms with all the members of your team.
• clients are provided with a single point of contact that is constantly monitored throughout the support hours.
• we will go the extra mile to ensure that your issues are addressed and we will answer and respond to support calls outside of contracted hours if someone is available.

quality

• ts2 will provide a quality front line service to its customers. they will do this through a commitment to quality and customer service.
• customers who call ts2 will have their telephone calls answered quickly; callers will not be expected to queue too long and their inquires will be answered promptly.
• all staff will take personal responsibility for ensuring a quality outcome.

access

• customers are provided access to support by telephone, fax and email.
• support hours
• ts2 support is typically available from 09:00 - 17:30 monday to friday, excluding public holidays.
• targets
• all telephone calls will be answered at the first point of contact.
• ts2 will respond to e-mails on the same business day. where a substantive response is likely to take longer, an acknowledgement will be sent explaining when a reply can be expected.
• ts2 provides on ongoing support services to the customers.

managing the process

• enquiries will be tracked and monitored to ensure our promises are delivered. ts2 will analyse comments and complaints to learn what can be done to improve services for the future and feedback what has been done to the customers.
• wherever possible, services will be delivered and supported electronically. this will include the good use of document image processing.
• customer care targets will be integral to the performance management systems of ts2.
• regular meetings will be held between front and back office to maintain service levels and communication.
  

twelve point customer care policy

• meeting the needs of our clients is our top priority.
• we place great importance on personal contact and clients can always speak directly to the members of our team involved in working on your behalf.
• we recognise that individual clients tend to have different needs and we tailor our services to satisfy those needs.
• we always aim to meet, and wherever possible, exceed your expectations.
• we work to the highest possible professional and technical standards.
• all our team undertake continuous training to help them keep fully up to date with changes that affect our clients.
• all members of our firm are bound by professional standards which require them to keep all information concerning clients and their work strictly confidential.
• being equipped with the latest technology means that we can deliver an efficient service to the highest standards.
• every client is important to us and a director is responsible for the delivery of high quality service to each client.
• we are happy to give a fixed quote or estimate for any aspect of our work.
• we offer a choice of fee arrangements and payment plans to suit our clients.
• we aim to provide value for money with everything we do.

quality management policy

• our on site strategy at all times will be working towards snag free completion of our projects prior to inspection by the client. at all times, ts2 will pay due regard to the quality requirements of our client and/or professional team.
• our quality management process embraces all design, pre-contract and on site activities as well as commissioning and post contract works. the process includes communications and documentation to aid our management in the execution of the works. we will endeavour to keep all necessary lines of communication to a minimum, documentation clear and immediately understandable. financial correspondence will be fully in accordance with the contract requirements.
• at all stages in undertaking the works, ts2 will diligently manage their production and communication of information, production of components for incorporation into the works and on site construction works.
• our works will be undertaken generally in accordance with a method statement and programme previously agreed with the client.
• off site activities will include such pre-contract interviews as necessary as part of the procurement process to establish the suitability of each specialist sub-contractor who will be engaged on each sub-element of the works. visits to manufacturing will be undertaken during the pre-delivery lead-time stage of the contract in order to ensure that components are manufactured to the required specification and standard as necessary
• it is the policy of ts2 to provide consistent and reliable services of the highest quality to meet the needs, or even, exceed a client’s expectations. this enables ts2 to achieve a high level of client satisfaction.
• ts2’s ultimate aim is to provide a quality service and a product, all within a client’s time and costs limits.