Date post: | 25-Jun-2015 |
Category: |
Self Improvement |
Upload: | translatemedia |
View: | 608 times |
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Language ServicesTranslateMedia
London | New York | Paris | Munich | Hong Kong
Accurate. Punctual. Confidential.
Professional Language Services
www.translatemedia.com
TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.
A service charter is a document that outlines:
• What TranslateMedia promises to offer its clients and suppliers
• How TranslateMedia basically defines itself
• How TranslateMedia stands out from its competitors
service what?!?
TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.
service chartercommunication
expert knowledge
innovation
We will communicate with staff, suppliers and clients in a clear, professional and courteous manner.
We will reply to all of our client questions or requests as quickly as possible; no later than 2 hours after initial request.
We will investigate any complaint within 24 hours and pass on our full internal report to the client with resolution for future work, applied throughout TranslateMedia’s worldwide offices wherever relevant
We will ensure that all queries are answered by the right person with the relevant industry knowledge at all times.
We will constantly offer innovative solutions to our clients and suppliers, staying ahead of market trends.
TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.
We will communicate with staff, suppliers and clients in a clear, professional and courteous manner.
Remember that we are based in a service industry.
Objectives:
communication
Remember that the very least both clients and suppliers expect from us is to be treated in a professional clear and courteous manner
TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.
communicationWe will reply to all of our client questions or requests as quickly as possible; no later than 2 hours after initial request.
Develop a reputation in the market as an agency that provide superlative support online, by email and over the telephone and smooth transition between staff members with both pre and post sales follow up
Differentiate ourselves from competitors who delay in sending quotes and often fail to follow up.
Objectives:
TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.
communication
Keep communication lines open at all times
Objectives:
We will investigate any complaint within 24 hours and pass on our full internal report to the client with resolution for future work, applied throughout TranslateMedia’s worldwide offices wherever relevant
Resolve the client complaint and learn from it
Key facts:
Customer retention: 62% of dissatisfied customers if supplier responds, 95% if supplier responds fast!
Satisfaction on customer complaint increases loyalty: only 14% of customers leave for poor performance, 2/3rd leave for perceived indifference
Customers whose complaint has been fixed are 5 to 10% more satisfied than those who have never complained.
TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.
expert knowledge We will ensure that all queries are answered by the right person with the relevant industry knowledge at all times.
Objectives:
To use our combined knowledge and expertise to the clients benefit
Maintain expertise, increase industry knowledge through training
Ensure that the client knows that we are expert in our field, and subsequently trusts and follows our advice
TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.
innovationWe will constantly offer innovative solutions to our clients and suppliers, staying ahead of market trends.
Objectives:
Correctly maintain client accounts by offering them the best of what is available
Become a trend setter within the industry
Keep our clients loyal to us by staying ahead of their expectations and demands