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Wimborne, Dorset, UK – September 4th, 2013ricoh-gold-level-certification

The Ricoh Certification Programme identifies dealers that operate to the highest standards both internally within their business and externally to their customers

Dealers must exceed customer expectations through a market leading service offering to achieve the Ricoh recognition of investment in people, processes and technology from a customer service perspective. The certification process involves rigorous assessment and annual audits to ensure that quality standards are maintained.

Copyrite had to demonstrate commitment to the following core values:

  • Achievement of industry best practice
  • Premium service to ensure maximum product performance
  • Highly skilled staff and capabilities to meet customer needs
  • Customer-centric systems and processes
  • Commitment to customer feedback and continuous improvement

Ian Stewart, Director of Copyrite explained, “Customer experience doesn’t stop the moment a Ricoh document solution is purchased or leased. Copyrite supplies and maintains the entire product range at prices to suit all budgets and also runs active programmes of printer and photocopier repair and refurbishment to standards that meet or exceed their original specification.

He continued:

Valued customers require a high level of customer support to ensure that the benefits of their Ricoh solution are maximised across the term of the agreement. The Ricoh Customer Service Gold Certification ensures that our customers experience an outstanding level of customer service and technical support with Copyrite.”

Specific requirements of Gold Level Certification include:

  • High-level Ricoh trained engineers for technical, software and IT
  • Electronic call logging and handling systems to ensure efficiency 
  • Fully documented call escalation process to ensure a timely resolution to potential problems
  • Regular customer satisfaction surveys
  • Use of genuine spare parts to guarantee reliability and output quality
  • Minimum call procedure to ensure consistency in standards of machine maintenance
  • High engineer to machine ratio within core service geography to ensure fast response times
  • Field engineer remote access to email and service escalation

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