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We pride ourselves on providing a first class service to all of our customers at an affordable price. All of our services are carried out by our own staff.

We have five areas of expertise which are related but meet different customer requirements, our products and services cover various areas of building construction but are based around timber products.

We deal extensively with homeowners and have a niche list of commercial clients to which we dedicate our combined skills.

Good With Wood has a number of unique selling points our first and foremost is our ability to work at a corporate level but maintain a family business mind set.

We do not pay lip service to our products and services just for the sake of marketing and sales, we at all times state what we can deliver and ensure it is achieved.

Our own craft/trades men make all our products in the UK

We are sensitive to detail whether the product is a garden gate or a new full build construction

We are small enough and will remain so as to have direct management by owners at all stages of service and product.

CUSTOMER CARE POLICY

INTRODUCTION

Good With Wood (UK) Ltd. is committed to ensuring that customer service excellence is integral to the planning, resourcing and delivery of all Good With Wood (UK) Ltd. products and services.

Whenever customers have contact with Good With Wood (UK) Ltd. they will receive consistently excellent standards of customer service.

We at Good With Wood (UK) Ltd. recognise that excellent Customer Service must be an integral ingredient in the delivery of high quality services and that there is a huge financial cost incurred in delivering poor customer services.

	Staff job satisfaction is considerably enhanced when Customer Service Standards are high.
	Staff workloads are reduced and jobs made easier and more enjoyable.

GWW is committed to continually raising standards of Customer Service.

The quality of Customer Care in GWW and issues raised by the customers are one of the key elements of delivering Best Value.

GWW STANDARDS AND VALUES

We aim to:

	Ensure at least 75% of all customers enquires across GWW are resolved at first contact
	Acknowledge a minimum of 95% of written or verbal complaints within 5 working days and respond within 15 days
	Answer 90% of telephone calls within 15 seconds

Complaints

	All GWW staff must be aware of the complaint’s procedure and understand in broad terms its operations
	All GWW staff will aim to resolve all concerns raised by the customer immediately and informally before the matter becomes the subject of a formal complaint
	ALL GWW staff will inform the customer that if the informal resolution is not to their satisfaction, the customer may make a formal complaint and explain how to do this and what to expect. Customers will have an acknowledgement to their complaint within 5 days and a full written reply within 15 days
	ALL GWW staff will aim to resolve complaints at Stage 1 of the Complaints Procedure

You will find that the quality of our work is outstanding, and that our staff always treat our customers in a professional manner.