Customer care
Our Customers are our number 1 priority. This is an easy statement to make but not so easy to proove....
1.) In order to ensure a high standard of service and consistency, we allocate one member of our Customer Services Team to act as a main point of contact for all communication with the customer.
2.) The Customer Services Supervisor is in place to track and correlate any issues that may arise in order to monitor and improve performance.
3. ) We hold monthly Customer Review Meetings and include customers in the process, where applicable.
4.) We monitor specific KPIs according to customer requirements. the main KPI requested is our 'delivery performance on time and in full', which continuously exceeds 97.5%. This takes into account consignments collected from customers on day 1, and for delivery nationwide on day 2, as well as consignments picked from our warehouse. We can also
5.) PODs are electronically scanned, normally within 24 hours and are viewable directly through ourr website.
6.) The senior staff at David Hathaway are personally available 24/7 each day of the year, if required.
7.) Warehouse supervisors monitor transit area and warehouse issues, effectively communicating with Traffic Office Operations at all times.
8.) Warehouse staff carry the latest ICOM radio transceivers for efficient and effective communication each second of the working day.
9.) We continually invest in our fleet SCANIA and DAF tractor units and rigids and SDC trailers. Maintenance takes place locally at night. This ensures minimal downtime and thus minimises any effect on customer operations.