Inbound sales staff at Alexanders Direct are under firm instructions to pick up the phone when it rings, as customers are now entitled to money off their order if they get a slow response.
The Andover-based catering equipment and chest freezer specialist has introduced what it calls a ‘phone challenge’ in order to keep standards of customer service high.
The firm says that every call it receives will be picked up within five rings or 5% will be deducted from the cost of the order.
Alexanders claims it is already one of the most competitive suppliers of catering equipment in the UK and the phone challenge policy will offer a further incentive to buy from the firm.
The company currently promises to not only match but beat the price of any competitor that offers the same product cheaper, so long as it has the item in stock.