Customer relations - Customers for life
Providing service excellence from the outset. Our tailored mobilisation plan and ongoing CRM builds long term relationships.
NJC take a forward thinking approach with all existing and prospective customers. Perception is reality and our main goal is that our customers experience of the service offering is constantly positive. Our company has a ‘Customer for life' culture because we know that loyal customers are a valuable asset to the success of any business.
The quality and history of our existing customer relationships are our main competitive advantage that ultimately cannot be imitated. Our business security and reputation is that provided by our very satisfied customers. Customers are highly valued by NJC, and we manage by being flexible to their changing requirements.
We are experts in all aspects of Account Management and are fully fluent in planning, scheduling and controlling all pre-sale and post-sale activities.
Key contact and mobilisation
NJC realise the importance of a continuous and uninterrupted service. We allocate a key contact who will arrange a seamless mobilisation and be the primary customer interface. The key contact makes all the necessary preparations for the services to ‘Go Live' on the agreed start date and works very closely with the customer's nominated representative.
The key contact is directly responsible for day-to-day co-ordination of the services and contract performance ensuring that all work is completed to the customer's satisfaction, in accordance with the specification and the agreed SLAs and KPIs.
Our Account Managers play a key role in on-going customer care. They possess the competencies, skills, ability, attributes & knowledge required to manage our customer relationships.
Our Account Managers are trained to fully understand all aspects of the delivery of the NJC Service Package and they facilitate the provision of core services and enhance the value and appeal of our offering on a daily basis thus giving NJC its competitive advantage.
Customer satisfaction
NJC Account Managers hold regular meetings with customer representatives to review performance levels and raise any issues for concern. We ask all our customers to complete a monthly email scorecard to enable us to monitor our performance rates and ensure service consistency.
The scorecard covers Management Effectiveness, Operations, Contract Management and Performance. In addition, every six months we meet with our customers for a more detailed satisfaction survey. All results are recorded and reviewed proactively.
