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Customer Charter |
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High quality customer care and satisfaction
"We deliver a standard of excellence in customer care that is high in quality, consistent in
performance and dedicated to offering our customers complete satisfaction every time"
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In an ever-changing world, which, thanks to advances in technology and the growth of the wired economy, appears to be shrinking every day, it's reassuring to know that some things have not changed.
If the 80s was marked by the arrival of 'just in time' and the 90s was all about 'niche markets', the new millennium has, it seems, brought everyone back to recognising the importance of good old-fashioned customer service and one-to-one relationships. However, whatever business 'trends' may come and go (and come back again), for Tuffnells the last ten decades has seen no change in our basic philosophy. In fact, ever since Harold Tuffnell bought his first horse and cart back in 1914, we've always known who pays the bills - and that's the customer. So although Tuffnells is now a truly global operation, we still base our entire business on this simple truth. It means, when it comes to customer service, The Big Green Parcel Machine has also always been the Big Green Caring Machine - whether in the 1920s, 80s, 90s or the Twenty First Century. |
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Over the past five years, Tuffnells has invested millions of pounds in people, CRM, communication and technology. Recently, we have invested hundreds of thousands of pounds in state-of-the-art scanning, web-enabled proof of delivery and 'track and trace' bar coding equipment. This ensures that our customers have access to the latest technologies and means they have total integration with their parcel-carrying partner.
It is the same basic principle on which our company was founded - Customer Service - that is continuing to drive it forward today. For Tuffnells nothing is too much trouble, and our consistently high service levels ensure that we maintain long term relationships with our customers. |
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We pride ourselves on a local, personal service from highly trained friendly staff throughout our depot network, cutting out impersonal call centres. Our drivers are fully trained in the Tuffnells customer care philosophy, and they know they are ambassadors at every collection and delivery point.
It is this exceptional service that has kept Tuffnells at the cutting edge of the express parcels industry as enforced by our Customer Charter.. |
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