Prioritising customer service
15 March 2021
We’ve always put customer service at the forefront of all we do; ensuring the customer is satisfied with the service they’ve received is what we strive for each and every time.
Even though we’ve always provided exceptional customer service in all of our service areas, from skip hire to aggregate supply, commercial waste management to haulage, we’re continually looking at ways to maintain and improve these levels to ensure our customers are happy and that we’re doing all we possibly can.
We’d like our customers to return to us again and again whenever they need to, as well as recommend us to family and friends. When a loved one tells you a company is good, you believe it and word of mouth is largely what a good reputation is built upon.
5 ways in which we’re prioritising customer service
Feefo Platinum Trusted Service Award 2021
TJ was recently awarded the Feefo Platinum Trusted Service Award 2021, an independent seal of excellence that recognises businesses for delivering exceptional experiences, as rated by real customers. Created by Feefo, Trusted Service is awarded to businesses that use Feefo to collect genuine reviews and insights.
Businesses meeting the high standard, based on the number of reviews they have collected and their average rating, receive the award. A highly-valued badge of approval, this accreditation remains unique, as it is based purely on the interactions with real customers. As all reviews are verified as genuine, the accreditation is a true reflection of a business’s commitment to outstanding service.
This is the second year running that TJ has received Platinum status. Feefo gives Platinum Trusted Service awards to businesses who have achieved Gold standard for three consecutive years, which TJ has. The Feefo Gold Trusted Service award recognises those who have collected at least 50 Feefo reviews in a year, and have achieved a service rating of at least 4.5.
TJ is committed to continually reassessing and renewing COVID-19 safety measures to ensure the wellbeing of staff and customers. We are regularly updating risk assessments to ensure the standard operating systems are adhered to, which is especially important in the delivery of goods to customers.
TJ has obtained all the necessary COVID-safe certificates to ensure the business is being run safely and in full accordance with the guidelines. We’ve made many changes to the way we work, including incorporating social distancing measures in all areas, re-spacing desks to ensure 2m distancing, installing desk screen dividers and providing bespoke face masks.
Our drivers are following new contact-free and socially distanced procedures when carrying out deliveries or collections to avoid the need for any close contact. They’re also required to sanitise the interior of their vehicle every day and there’s a ‘one driver, one vehicle’ policy in place so that cross-contamination is not a possibility.
We’re involved in several IT ventures at the moment that once fully implemented, are sure to have a positive impact on customer experience. One of these is TJ’s migration to a fully cloud-based system from a server-reliant system, which will improve usability both internally and externally, ensuring even smoother customer service as a result.
We are also having a VOIP phone system installed, which will mean that all TJ calls can be answered from any location, making the system more versatile. It will be monitored to ensure a more equal workload for staff, which will result in an even better experience for customers.
TJ Waste took delivery of over 80 new skips recently to ensure that the increasing needs of our domestic and commercial customers can be met and that a next working day service can be maintained where required. During the coronavirus pandemic, the demand for skip hire increased amongst domestic customers, as people had more spare time at home to get on with home and garden projects.
With this new supply of skips now on-site, our most commonly hired sizes – 4 yard, 6 yard and 8 yard – are now readily available in the southern region, including the Portsmouth, Fareham, Gosport, Southampton, Winchester, Petersfield, Havant and Chichester areas.
Continually reviewing our services
Our management and customer service teams are constantly reviewing our services and pricing, often drawing upon feedback received, to ensure the best possible service is being offered. We strive to ensure that each and every service that we provide is good value for money and efficiently carried out so that the customer gets the end result they were hoping for.
What our customers had to say:
“The office staff were so helpful, nothing was too much for them. The driver was also very helpful.”
“All you would want from this type of service. Skip turned up on time, driver was efficient and considerate in placing the skip and again on removal. Easy to contact and place orders.”
“A customer-focused service from start to finish!”
“Brilliant service. Ordered the skip online and it was delivered on time and collected on the allotted day. Certainly no complaints!”
“The skip arrived as promised. The driver was very helpful as we only had a small space to fit it in. The return was equally as efficient. Different driver, but same happy service.”
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