Customer Care
At Genesa we do our utmost to fulfil our obligations to our customers, and if this means we do a bit more for each customer then so we should.
For us customer care starts at home. We treat our employees with dignity and humanity while setting and achieving high standards of workmanship. Our employees are directly employed; we do not use sub-contractors as this does not deliver the level of quality we desire for our customers. These beliefs and principles establish a high level of customer care from the outset as every employee knows what the company expects.
Sometimes we slip up or fall short – actually just 0.5% of the times over a 12 month period. Whether it is a late arrival or missed appointment, inadequate communications or less than the best workmanship, we always aim to resolve the complaint within 24 hours – or at the time the customer schedules. We review what and why the issue occurred and we make changes to process or to human interaction and retrain, to ensure it does not happen again.
If you have any difficulties with our workmanship, our work teams or office based personnel, please either return our Customer Questionnaire left on site on completion of each job or call us on 0800 378203 (dedicated line) or 01977 706666 (Pontefract office) or 01732 367030 (Tonbridge headquarter office) and tell us what you are not pleased about.
