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Customer rights are protected by clearly defined terms and conditions, which are consumer oriented.
Efforts are made at all times to ensure that there is a speedy redresses of all customer related grievances and that the customer never feels that he has had a bad deal by using our services. Compensation for any service lapse is prompt and can be monetary in nature or in the form of a free of cost booking, or additional services at no extra cost.
Right to Safety
All shipments, irrespective of its value, are insured under the ‘Automatic Risk Coverage Scheme’ against loss or damage. We have tied up with National Insurance Company Limited and claim settlement is made within a fortnight, after the receipt of all claim related paperwork.
The customer’s shipment is therefore completely safe in our care. If there is loss or damage of the shipment, due to any external factors beyond control of the company, the customer is given a full reimbursement of the value of his shipment along with a refund of the booking charges. The customer’s right to safety is therefore duly protected.
Right to Choose
We offer a wide range of products to suit the needs and budgets of all our customers, from large business houses giving regular business to individuals making a one-time dispatch.
The rates are competitive and we also offer value added services as per the rapidly changing trends in the courier industry. We have come up with a novel concept called the ‘Emotional Bond’, which has captured the pulse of our customers. Through this service, we facilitate the delivery of even perishable items such as cakes, flowers and sweets (of customer’s choice) on a specified date not only within the domestic network but also in specified location abroad. Emotional Bond therefore helps maintain, build and strengthen the personal and business relationships of our clients.
Products such as Domestic and International Air and Surface Cargo, Domestic and International Express Consignments, First Flight Tours and Travels, Western Union Money Transfer at al offer a wide range of choice to our customers and also ensures that we serve their every need. Our value added products such as Flexipack, Privilege Card, Letter of Credit Management, ‘to pay charges’ collect facility, cash on delivery at al are tailor-made to suit specific requirements of our certain clients.
Right to Information
Our state of the art track and trace system ensures total tracking of each shipment traveling within our network. The client can receive immediate feedback on the status of his shipment by logging onto our website www.firstflight.net. He can also send an SMS on the numbers 9821455112/ 113/ 114 or by placing their query with any one of our easily accessible, well informed and prompt Customer Service Personnel.
A dedicated portion on our web page titled ‘Network News’ gives an updated and daily account of holidays, weather conditions, political conditions etc, which could affect delivery of shipments.
We also offer, as per the need of our clients, a link into our database through specially prepared software. Using this software customers can, on their personal computers, download the delivery status of their shipments and get updated information incase of offloads or any delay in deliveries on daily basis.
Information on shipments, products, services and serviceable locations are easily available to our customer at the touch of a button. Our customer service personnel are an amalgamation of extensive and updated information pertaining to all aspects of the industry and are always available to guide and assist our patrons.
Right to be Heard
We have number of full-fledged Customer Service Setups across our network. The customer can voice his grievance and be sure of hearing from any of our branches or the Customer Service Cells. Our line managers are also readily available to give each and every customer a fair and patient hearing and to resolve any complaint he or she may have.
Customers, who feel that they are not getting the required attention from any regional personnel or customer service, can also approach the corporate customer service based at our head office in Mumbai. This dedicated customer service team can be contacted through letter, phone or e-mail for immediate action.
Besides, our website too has a provision to send grievances in writing to the Head Office and be assured of the feedback.
Consumer Feedback
Customer feedback is the guiding force, which helps us constantly in upgrading our services to match the expectations and changing needs of our huge customer base. The aim of all our efforts is to ensure customer delight.
We have a number of channels through which we compile a database on customer feedback. The most important channel for gathering feedback is our sales and customer service personnel, who interact on an everyday basis with our customers. They help by serving as a link between our customer and us and give us inputs about customer views.
We regularly organize client meets, in which our higher management gets a chance to interact with customers on a one to one basis and get valuable insight into their expectations and their perception, about our organization. We get the feel of their views about our company as good service provider or bad service provider.
Another regular activity is sending questionnaires to our clients - both credit and cash to gauge how well we are servicing their needs. The feedback from these questionnaires is studied deeply and our strengths and weaknesses are identified.
The website is also a constant source of feedback from our clients. By posting messages on our website, clients can voice their opinions or criticism at any time.
Customer feedback serves as the basis, on which our course of action and policy formulation is decided.
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