To guarantee consistent and exceptional customer Experiences at all times throughout your Membership. Please find below our Service Promise*.
Coutts Automobili is committed to delivering:
Excellent Service Experience
Ensuring YOUR contact with our Member Assistants at all times is:
‘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.
- Courteous & professional Member Assistants.
- Friendly & personalised – exhibiting personality & character, not ‘automated’ or ‘call-centre-like’ following prescribed scripting.
- 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.
- 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!
- Handling & fulfillment of YOUR requests with the utmost sensitivity, discretion and confidentiality, as well as cultural considerations and awareness at all times.
Effective & Rapid Complaint Handling
- Available for YOUR feedback via phone, email, face-to-face meetings or on: firstname.lastname@example.org
- Swift acknowledgement of YOUR experience related concerns by our Assistant, where necessary, personalised handling & investigation by appropriate C A 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.
- Regularly contacting YOU directly via telephone, email or in person, from appropriate C A 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 Coutts 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: