Customer complaints can often be time consuming and expensive. Some organisations
endeavour to resolve matters through their own complaints centre and local
contractors. The results of this can be inconsistent and possibly lead to further
disgruntled customers. FIRA’s HST scheme releases this burden, enabling
retailers and manufacturers to concentrate on their core business of selling
furniture.
Customer complaints are dealt with at our dedicated HST call centre where
problems are often resolved. More intractable problems are passed to a nation-wide
team of FIRA technicians, who investigate and where possible resolve issues
on the spot. If this is not possible, they prepare a recommendation for the
most cost-effective way forward.
Services
To resolve customer complaints as effectively as possible within reasonable
cost constraints, while maintaining customer satisfaction
To provide independent
recommendations for fault responsibility
To ultimately reduce the number
of complaints for clients by continuous improvement
To provide analysis
and recommendations for the improvement of product, production and service
Benefits
FIRA’s independence installs
confidence in consumers and, not being allied to any commercial concern,
FIRA’s decisions are more likely to be accepted by all parties.
Dealing with a single service provider ensures contact success
and avoids further customer conflict due to the inconsistencies of dealing
with many sub-contractors.
Complaint reduction is an invaluable
addition to the service. This is only possible because our customer facing
team has specific product training. Product familiarity leads to improved
repair rates and continuous improvement feedback, resulting in a long-term
reduction in complaints/replacements.
Retailers and manufacturers can concentrate on their core business of
selling furniture - leading to savings in staff costs, or re-direction of
resources to more positive activities.
Subscribing to a genuinely independent
and professional after sales service is used as an effective marketing/sales tool
to retain existing customers, gain new business and protect brands.
