The value of customer trust
We all want to deliver the very best standards of goods and services at all times – but in the real world, there are occasions when things don’t always go according to plan.
It’s no secret that one of the best advertisements for a trustworthy, competent business, is a positive resolution to an issue raised. And here at Swansway Group, Elizabeth Wainwright, our Group Customer Liaison Manager, has both the challenge and the compliment of making things right, when maybe things haven’t gone all that smoothly.
Elizabeth has over 22 years experience in the motor industry, and her roles have always included building relationships with customers as a Senior Service Adviser. Prior to that, she was front of house in luxury hotels – so customer service excellence has always been at the heart of her professional activities.
Elizabeth says, “The importance of customer satisfaction and customer retention within a highly competitive and changing economic climate is very important to us.
My greatest reward comes when I can create a positive customer experience. I’m a firm believer in building customer rapport, and often find the customer relationship is stronger after a customer journey has not gone according to plan. It’s an opportunity to show the customer our company values of caring, honest and proud. I firmly believe that outstanding customer service equals customer trust.”
Swansway’s continuing commitment to customer service excellence, is integral to our plans for future growth and development. We know it is a key reason why so many of our customers are happy to return.