Service Charter Document
A company is only as good as its people and Klafs people really stand out. From the ground up quality is important and whether it is the design, manufacturing installation or support you can be sure of the PEOPLE FACTOR.
Fell Well. It is at the very core of our business producing a happy team and in turn, happy clients. Whatever the reason for contacting Klafs Technical, we want you to go away feeling that you have received great service and are well informed.
GETTING THE BASICS RIGHT
Communication. The key to any business and we take it very seriously.
We have a dedicated UK team. Our office is open Monday to Friday 9.00-5.00pm and calls will be answered promptly with no call directing, queues or hold music.
If you prefer to email you are guaranteed a response by the next working day.
If we are working to resolve a problem, book a service, place parts orders or indeed are working on any ongoing issue you will be kept in the loop at all times. We understand the importance of time and know how frustrating it is to chase a company for information. Proactive not reactive is certainly our aim.
TRAINING YOUR TEAM AND OUR TEAM
Delivering great service means responding to anything and everything that may occur in the day to day. Being ready for anything means being well trained and our staff are well equipped and experienced.
We have a long standing and loyal team of in house and engineering staff who have a great level of shared knowledge and experiences. This certainly mimics the family feel at Head Office in Germany, our colleagues being an ear to bend when a solution evades us.
Basic and on-going training is delivered in Germany with all staff really getting to grips with the product first hand. Seeing the processes from raw material through to finished product and beyond really provides the best at source training. And with all the available technical data plus day to day learning you can rest easy knowing that we really do know our stuff.
Sharing our knowledge is key to the service we provide. Not all clients require Engineer assistance preferring instead to utilise the skills of their own maintenance teams on site. We fully support this and offer onsite training where required with full back up and assistance from our own teams. We also provide equipment and information which really supports these processes . We have a commitment to training our own staff and your staff.
Sharing our knowledge is key to the service we provide. Not all clients require Engineer assistance preferring instead to utilise the skills of their own maintenance teams on site. We fully support this and offer onsite training where required with full back up and assistance from our own teams.
We have a commitment to training our own staff and your staff.
INFORMATION
Getting the right information is essential to your day to day efficiency so we are working to offer a number of ways to get exactly what you need. As well as calling or emailing one of our team you will soon be able to log onto your account and view information associated with your site and equipment.
Once logged on you can view past orders, place new orders or track the progress of current orders. Your full service history is also available and you can see exactly when your last maintenance visit was completed. Booking an engineer will be done easily and quickly through your account too.
Our equipment has many components and requires regular servicing and maintenance in exactly the same way as a perfectly engineered vehicle does. Knowing which parts you need is easy with the online manuals. Simply check what equipment you have installed and look at the manuals you need. Parts lists and diagrams simplify the process.SHARING OF INFORMATION
Or not in this case. We care for your information in exactly the same way as we safeguard our own. We offer secure log in and password protection to your account so access is provided only to your authorised personnel.
In house we operate tight security measures to protect personal details and never pass on your information to third parties unless operationally necessary to do so. Where required, we will ask permission before passing on these details to partners or colleagues.
The inbox is busy enough so we will only send contact as necessary with quarterly offers and newsletters. Nothing more, nothing less.
