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Ratcliff-endorsed Agent Charter and Performance Criteria guarantee quality service and workmanship throughout the UK.
All 24-365 Agents...
- Must be BS EN ISO 9000 accredited and will maintain their accreditation subject to annual audit.
- Will display a high degree of professionalism and business acumen in the utilisation of modern methods, business systems and equipment in the running of their business.
- Will give a priority response to breakdown calls and where necessary, commit to the principle of networking in the best interests of the Customer and the Ratcliff 24-365 Agent Network.
- Will promote, supply and fit all Ratcliff lifts in accordance with the manufacturer’s fitting instructions and ensure compliance with all statutory requirements.
- Will carry out the servicing and weight testing of Ratcliff lifts in accordance with the published service schedule and in compliance with the approved service times.
- Will hold sufficient stock of spare parts to meet demand and will promote, supply and fit genuine Ratcliff parts only.
- Will invoice customers:
- all parts at no more than Ratcliff recommended retail prices
- with full details of the work completed
- quoting the manufacturer’s part numbers and with a full breakdown on labour hours
- Will submit warranty claims and provide for payment of invoices in a timely and professional manner and in accordance with the Ratcliff Paperwork Procedures.
- Will ensure that all personnel who work on Ratcliff lifts are fully trained and certificated by Ratcliff.
- Will comply with Ratcliff service quality levels, operational standards and the Ratcliff Performance Criteria.
- Guarantee to provide a comprehensive service, 24-hours-a-day, 365-days-a-year and provide communication equipment to all off-site service and repair personnel.
- Will record and resolve any complaints received from their customers in a courteous, timely and professional manner.
- Will act responsibly towards the environment in all their activities.
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