Sent to Client Care on 17 Nov
Sent to IT on 17 Nov
Sent to IT on 17 Nov
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Customer Services
We believe that excellent customer service is a critical factor in business relationships and a product is only as good as the service that supports it. We project manage your account throughout the contract from the initial order to conducting all customer service on your behalf with the service provider/ manufacturer, freeing up your time to focus on your role.
Our Client Care team offers an after sales support function which includes an extensive range of services for our customers:
- Named Account Manager: We will resolve any account issues with your network including adding new users, managing lost/stolen sims and equipment, activating International Roaming and pairing bluetooth devices
- Tariff Reviews: If you notice a change in your bill, we will complete a tariff review to ensure that you are on the optimum tariff for your contract for both mobile and fixed line solutions.
- Repair Service: We arrange for your warranty fault handset to be sent to the nominated manufacturer repairer and returned to you free of charge. We can also offer a loan device in order to minimise any disruption to service. This is also a complimentary service*.
- Insurance: We offer competitive insurance packages (phone price dependent) to ensure in the event of any accidental damage or in the event your phone is stolen that the cost is covered.
- Client Discounts: As a client you will benefit from fantastic discounts on our product range ensuring you receive the most competitive pricing on any additional products you require.
- Product Advice: We offer advice on all aspects of your communication requirements from BlackBerry data devices to the latest Digital Camera Phone.
- Technical Support: We provide basic tier 1 technical support for any problems that arise when setting up or using your devices/software.
*Dependant on handset specification.
Communication
To communicate effectively, we are committed to:
- Making it easy to contact us during our office opening hours by ensuring all calls are answered promptly and by a person not auto attendant.
- Providing you with a dedicated Account Manager responsible for dealing with all your enquiries.
- Providing information in plain English – we use everyday language and avoid bureaucratic language, jargon and acronyms.
Efficiency
To help you get the most out of our services, we will:
- Acknowledge or respond to any phone message, email or letter a maximum of four hours after receiving it (sooner for lost or stolen handsets)
- Confirm approval for any additional requirements or changes to your account
- Provide regular updates on any outstanding issues being investigated
Helping us to help you...
We rely on your feedback to let us know whether we’re providing the right kind of products and service. We carry out a number of surveys throughout the year, but you don’t have to wait until then to tell us what you think. If you want to give us your thoughts you can email m.kimber@jhlcomms.com or just pick up the phone and tell us!
We try to get it right first time, every time, but of course sometimes things don’t go quite according to plan. If you’re unhappy about any aspect of the service you’ve received from JHL you should contact your Account Manager who will usually be able to put right whatever has gone wrong. If you’re still unhappy, you can contact our Client Care Manager, Mike Kimber at m.kimber@jhlcomms.com.
If you write or email us a complaint, we’ll acknowledge it within one working day of receipt it and give you the contact details of the person dealing with the complaint. Once we’ve fully looked into the problem, we’ll let you know what went wrong and what we’ve done, or are going to do, to resolve it within ten working days at the very most.
