What after sales support can I expect?
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At Balconette, we believe that the quality of our product is only as good as the quality of our customer service. We recognise that customer service isn’t something that ceases to exist once a purchase has been made, instead, it is a continuous service that focuses on the customers’ experience and remains available for the customer to access even after the product has been supplied.
In this world of endless choices, we’re glad that you chose us. We do not take your decision to order with us for granted. We’ve earned your custom, and now we want you to feel valued and confident that you are getting value for money with your product as well as your service. To ensure that each of our customers gets the service they require and deserve throughout their Balconette experience - not just pre-sales - we have established an in-house Customer Care team who are committed to providing high customer satisfaction and delivering authentic interactions with our customers.
Who are the Customer Care team and what is their purpose?
Our Customer Care team are on hand to guide you through a positive purchasing experience and support you throughout your entire Balconette process, even including after your product has been supplied. The Customer Care team is your personal point of contact within the company; they are a team of dedicated individuals who you can ask any question regarding your order, whatever these may be.
Organisationally, the Customer Care team sit under the Managing Director – Effi Wolff - and are respected within the company as an extension of senior management. They use their influence to act in the customer's interest when they collaborate closely with each department manager to provide you with meaningful solutions to any of your queries, requests, or concerns. Our Customer Care team also monitor the functionality of the order process and assist each department in improving their productivity so that every customer can enjoy an effortless and efficient ordering process with Balconette.
Promptly after your order has been placed, you will be phoned and welcomed by one of our Customer Care representatives, who will introduce themselves and the service they offer as a part of an onboarding process. This initial interaction is intended to put your mind at ease, revealing that Balconette is attentive to your needs and can be directly contacted to support you with any aspect of your order.
6 key ways our Customer Care Team can help guide you.
What can I use the Customer Care team for?
The Customer Care department isn’t just a service that deals with issues; it is a service that has been designed to be a valuable addition to the customers’ purchasing experience. Our Customer Care team leads the process of proactively engaging our customers with their new product by increasing their familiarity with their purchase and explaining how they can get the most out of it.
Our primary goal is high customer satisfaction, and below, we outline some of the aftersales support the Customer Care team can offer, all of which are readily available for you to take advantage of:
Real-Time Online Support – No matter how small or trivial it may seem, if you have any question at all regarding your product, order process, or service, our Customer Care team are happy to assist you with answering those questions and providing constructive solutions. Our promise to you is that you will get an initial response within 24 hours – this response time is often quicker – and you will always speak to a trained expert, never an internet bot.
Technical Support Services – If you’re struggling with any technical issue or need a second opinion, our Customer Care team can arrange professional support for you from our technical department. We understand the urgency that technical issues may present, therefore we will respond with technical assistance to your query within 24 hours.
Installation Tutorials – Are you installing your Juliet Balcony or Glass Balustrade yourself? Fear not, as our Customer Care team can direct you to our website, which hosts many installation tutorials for each Balconette system. Each video provides easy to follow step-by-step instructions on how to install with useful tips that give clarity and confidence to the everyday DIYer about their installation.
In-Depth Product Content – Even if you haven’t bought a product and are still in the deliberation stages, you can contact our Customer Care team, and they will be able to guide you towards the wealth of knowledge on our website regarding each system, style and finishes that are available to help you with your research and decision. Alternatively, they will introduce you to our Specialist Product Consultant and leave you in their very capable hands.
Warranty Services – If you have a question regarding your warranty, our Customer Care team are on hand to help demystify what is included with your purchase.
My Account Area – Our Customer Care team can assist you in setting up your own My Account area on our website, where a detailed history of quotes, orders and invoices are compiled in one convenient place ready for you to view at any time.
Onboarding – Customer onboarding is an opportunity to foster a relationship between the customer and Balconette. It is a chance for the Customer Care team to engage with you, give you space to answer any questions, and guide you through a positive balconette experience.
Get a first look into the operations of our Customer Care Team headed up by Nick Lucocq!
How does the Customer Care team deal with an issue with my order?
We understand that it can be frustrating when things don’t always go to plan, and in the unlikely situation that you have an issue regarding your order, our Customer Care department are on hand to help. They have a system in place which carefully assesses your situation and works to resolve any issue swiftly and methodically.
If you are faced with an issue, you can phone our mainline 01342 410411 and use the extension 8083 or ask the reception team for ‘Customer Care’. Alternatively, you could email their centralised address customercare@balconette.co.uk with a brief explanation of your issue, and a team member will phone you to discuss.
During your conversation with the Customer Care team, they will ask questions to gather information on the specifics of the matter and will need exact details and photographic evidence from you, which will help the Customer Care team to determine the most suitable solution to your issue. Below are some examples of the type of information we need to gather:
For damages
- Explanation of the damages
- Photographic evidence of damages
- Explanation of what glass is damaged, and the sizes of the impacted panels
- A copy of the delivery note or packing list that highlights the damaged component
- Explanation of the condition of packaging on delivery
For missing items
- Explanation of what parts are missing
- Photographic evidence of the successfully received products
- A copy of the delivery note or packing list that highlights the missing component
- Explanation of what glass is missing, and the sizes of the impacted panels
- Explanation of the condition of packaging on delivery
Your answers will assist the Customer Care representative in creating a comprehensive issue report that outlines your scenario, and the report will also be used to log every interaction between yourself and a Balconette employee. This issue report allows the Customer Care team to manage your situation in an organised way. The level of detail ensures that any Balconette employee who reads your report will know the exact nature of your matter, which saves repeating your situation, which is not only time consuming but also frustrating.
Once compiled, the issue report will be distributed to managers of the relevant departments with a call to action relating to the resolution of your matter. From here, the Customer Care team members will be working in the background to monitor the progress of your issue closely and will nudge, chase and hold the relevant department accountable until your case is converted into a meaningful solution.
Our guarantee to you is that all Customer Care representatives will be honest in their explanations and will give every customer a transparent expectation of what outcome can be achieved. Although we intend on resolving any issue quickly and efficiently, the team will also be truthful about the time it will take until they are able to respond with an action.
One simple request from us…
From your very first interaction with us until the very last, we want to engage customers with their product and generate a positive purchasing experience - your feedback enables us to monitor this service.
Once your products have been delivered and installed, we will invite you to share how your Balconette experience went, and we would appreciate it if you spared the time to discuss it with us. As a company, we continuously strive to improve our products and services which is why your feedback is important to us.
