Customer service – what does it mean to us?

We are thrilled to have been short-listed for the L&D Supplier of the Year award as part of the TJ Awards.

In preparing for our interview next week, we have been thinking about how we as a company, support, work with and deliver on our promises to our customers – and what great customer service means to us.

We listen to our customers – and take action.

• Comments over and above day-to-day issues are reviewed each and every week – and we figure out what to do and then take action.
• Our user group is the opportunity to share ideas between ourselves – and it’s so valuable to us.
• We celebrate throughout the team the praise and thanks our customers give us.

Great customer service. Guaranteed.

• Our Client Charter outlines how we operate – what we will and won’t do.
• We build our software availability levels into our Service Level Agreement – and guarantee this giving our clients' money back if we fail to meet this.
• Our service availability was 99.999% in 2012 and 100% in 2013.
• Our helpdesk supports our users and, on average, closes an issue within 43 minutes – and 99.2% of issues are closed within one working day.
• Our training and support team is staffed by those qualified in training and learning – and one of our software development team.

Transparency in the way we work.

• There are no hidden fees – no user or per use fees.
• Implementation support to get you up and running comes as standard – and unlimited support from a named person for the initial month you’re getting going.
• We not only keep up to date with software, business psychology and the market, but invest in our own thinking of where the future lies.

Customer comment and critique is an essential part of our product development.

• Our consultation process takes place twice a year.
• We review weekly the issues our helpdesk is seeing to feed into the product roadmap.
• Product development is agile and reflects customer needs.
• We have planned product releases which take place we believe more regularly than other talent management software providers.

Our own CPD is important to us.

• Attending and presenting at conferences is part of what we do – and we relish the discussion and debate as well as the opportunity to share our own thinking.

We think how we deliver customer service makes us stand out from the crowd. But don’t take our word for it, read what our customers say.

“Before working with Head Light I spoke with one of their current clients. Everything they said about their consultative approach, commitment to delivering the best solution and expertise has been borne out.”  Julie O’Donnell, Daikin UK

“Head Light clearly demonstrate their commitment to great customer service time and time again – they underpin our success.” Samantha Darby, West Midlands Employers