To guarantee consistent and exceptional customer Experiences at all times throughout your Membership. Please find below our Service Promise*. Scuderia Alpha Automobili is committed to delivering:
EXCELLENT SERVICE EXPERIENCE
Ensuring YOUR contact with our Member Assistants at all times is:
ACCESSIBLE
‘Round-the-clock’ instant access to customer service professionals (‘Member Assistants’) who are knowledgeable, fully trained, and committed to delivering service excellence to YOU, wherever YOU are in the world, 24 hours a day, 365 days a year.
ENJOYABLE
• Courteous & professional Member Assistants.
• Friendly & personalised – exhibiting personality & character, not ‘automated’ or ‘call-centre-like’ following prescribed scripting.
TIMELY
• Updates on request status as frequent as necessary to keep YOU properly informed.
• Ad-hoc request status updates available, 24/7/365, wherever YOU are in the world.
• Request completion timeline agreed upon between YOU & Customer Assistant – met or updated accordingly and within your agreed timing requirements.
CONVENIENT
• Experienced Member Assistants asking relevant & detailed questions at the point of initial discussion according to request-type, saving YOU time and preventing delay and unnecessary on-going communication.
• Lifestyle appropriate – contact method as preferred by YOU (email or telephone) and as dictated by request-type (e.g. last minute, urgent, emergency).
• Detailed confirmation and reminder of request booking arrangements upon completion of request.
VALUABLE & RELEVANT
• Understanding YOUR lifestyle wants and needs, and providing ‘Insider’ objective supplier recommendations, based on YOUR personal preferences & interests** – using network of legitimate, trustworthy & reliable global suppliers.
• Knowledgeable advice using internal team of Specialists in their respective fields.
• Source of diverse information, from suggesting luxury, unique and/or hidden gems, to providing relevant alternative options should YOUR first option not be available.
• Tailoring suggestions & making arrangements to meet YOUR needs, not ours or those of our suppliers & contacts.
• Providing on-going, added-value supplier benefits to YOU, based on what YOU value – be it saving time, money, or both!
PRIVACY POLICY
• Handling & fulfillment of YOUR requests with the utmost sensitivity, discretion and confidentiality, as well as cultural considerations and awareness at all times. • YOUR personal data recorded in a secure company CRM database (see Privacy Policy) handled with care and discretion at all times.
EFFECTIVE & RAPID COMPLAINT HANDLING
• Available for YOUR feedback via phone, email, face-to-face meetings or on: feedback@scuderiaalphaautomobili.co.uk
• Swift acknowledgement of YOUR experience related concerns by our Assistant, where necessary, personalised handling & investigation by appropriate SAA team member, committed to acting in YOUR best interests at all times.
• Complaint status update throughout entire course of complaint – no need to chase.
• Follow up post-complaint resolution to ensure service excellence re-instated.
WELCOMING FEEDBACK
• Regularly contacting YOU directly via telephone, email or in person, from appropriate SAA team member throughout duration of YOUR membership to gauge the quality of YOUR experience.
• Providing open platform for ad-hoc (and anonymous if preferred) feedback via dedicated Website section. Via Scuderia Alpha Automobili & Client Surveys, from time to time.
• Thanking for and swift acknowledgement of YOUR feedback. Investigation, evaluation and follow up, where appropriate. Implementing new Member experience-related initiatives where required.
WHAT YOU CAN EXPECT FROM US
• Calls are recorded for training purposes and to ensure that we strive for service excellence.
• Cultivating & promoting an internal corporate culture of never-ending service evaluation & improvement.
• Continuous pursuit of cutting edge, ‘insider’ and hidden gem finds throughout the world to share with YOU to help you experience more in YOUR everyday life.
* For more information, please read.
