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What this passion means to us:
We don’t want our customers to be satisfied with the
service we provide, we want them to be delighted. We can’t promise to delight all
our customers all of the time, but we can promise to work tirelessly towards that
goal. We believe that the internet is no excuse for poor service and that our customers
should receive the same level of service from us that they’d expect to receive in the very best restaurant.
What this passion means to you:
When our customers telephone us they’ll have their call answered swiftly
by a real person – we promise never to introduce any automated ‘press 1 for sales’
type systems. What’s more, existing customers will have a direct line to their Customer
Relationship Manager, who is there to provide any help or support that is needed.
We’re too small to be able to offer 24-hour telephone support but we will endeavour to respond
to any urgent emails outside of normal office hours. This is particularly important
for our overseas customers. (Customers in Australia have often been surprised to
receive a response to their email at a time approaching midnight in the UK).
This passion in action:
We encourage customers to tell us how we’re doing and particularly in our annual customer
satisfaction survey when respondees are automatically entered into a prize draw.
We’ll normally respond to emails within an hour and always within 24 hours.
You can telephone us during normal office hours and speak to a real person straight
Our Customer Relationship team will proactively support you, reminding you, for
your annual subscription to Glasstap® is due, or (in the case of corporate
customers) letting you know if licence holders aren’t using the system.
We have introduced a same day dispatch guarantee to many of our Trainers’ Market
products. If you order before the deadline and we don’t dispatch your goods that
day, we’ll refund your postage.
"I have always found the team at Trainers' Library to be friendly and helpful, a
pleasure to deal with."
Jacqueline Headland, Bright Reasons