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Customer Care Charter
Ensuring that our customers receive consistently high standards throughout the repair process
THE VIZION CHARTER
"To work in conjunction with our partners to deliver exemplary levels of service to all customers without exception"
WHAT ARE OUR CUSTOMER STANDARDS?
Every time a customer makes contact with Vizion, or Vizion makes contact with them, Vizion should apply the following principles.
In general Vizion members will:
Be polite, courteous and respectful to all Vizion customers.
Treat Vizion customers according to their needs.
Listen and do their best to help customers.
Aim to get queries right first time.
Not accept abusive or aggressive behaviour towards staff.
In Vizion bodyshops we will:
Display our Repair Centres opening times outside all Repair Centres.
Have staff that are helpful and knowledgeable to advise customers.
Make sure that our Repair Centres are welcoming.
On the telephone Vizion members will:
Answer the telephone within 5 rings.
Be polite and courteous.
Respond to telephone messages within 2 hours.
Give our names when we answer the telephone.
Take messages for colleagues who are not in.
Provide customers with timely updates.
When responding to correspondence Vizion members will:
Acknowledge letters within 5 working days.
Aim to resolve complaints within 10 working days or explain why we cannot do this.
Follow up suggestions and use them where we can.
Monitor complaints and learn from our mistakes.
When customers book an appointment Vizion members will:
Make an appointment for you when you request one.
Aim to make appointments at times that suit you.
Tell customers as early as possible if we cannot keep an appointment.
Arrange for a home visit if customers request one.
When customers come to a Vizion Repair Centre we will:
Aim to see customers within 5 minutes if they have an appointment.
Aim to see customers within 15 minutes if they do not have an appointment.
When Vizion repairers visit customers at home we will:
Be on time, or if we are running late telephone to let them know.
Show identification on arrival.
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