 The Service Standard was
established in 1996 and covers every area of providing
Customer Service. The audit consists of 180 questions with
individual scoring to ensure that they can provide the
excellent standards of customer service you expect from
Domino. The standard includes sections on:
- Customer Care Training for Service Engineers
- Installation Standards and Policy
- Definition of Consumables
- Training for Field Service
- Tool Kit and Spares Listing
- Fault Codes
- Application Information Requirement
- Customer Warranty Conditions
- The Handling and Protection of Electro-Static Sensitive
Devices
- Customer Training Support Pack
- Field Service Dress Code
- Workshop and Waste Disposal
- Technical Skills and Product Training for Sales
The top accolade is Premier Partner and is awarded on a
yearly basis. The distributor or subsidiary must have achieved
a minimum of 90% on a Service audit, but also meet key points
that are set annually by the Managing Director. These
include:
- A strong belief in a customer satisfaction ethic and
retention programme.
- General management leadership and personal ownership of
customer satisfaction.
- Customer satisfaction surveys carried out and used to
prioritise improvement programmes.
- Service Review score of 90% or greater
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