TranslateMedia service charter launch

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TranslateMedia provides superlative support online, by email and over the telephone and smooth transition between staff members with both pre and post sales follow up

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TranslateMedia service charter launch

  1. 1. Language Services Translate Media London | New York | Paris | Munich | Hong Kong Accurate. Punctual. Confidential. Professional Language Services www.translatemedia.com
  2. 2. Translate Media London | New York | Paris | Munich | Hong Kong Accurate. Punctual. Confidential. <ul><li>A service charter is a document that outlines: </li></ul><ul><li>What TranslateMedia promises to offer its clients and suppliers </li></ul><ul><li>How TranslateMedia basically defines itself </li></ul><ul><li>How TranslateMedia stands out from its competitors </li></ul>service what?!?
  3. 3. Translate Media London | New York | Paris | Munich | Hong Kong Accurate. Punctual. Confidential. service charter communication expert knowledge innovation We will communicate with staff, suppliers and clients in a clear, professional and courteous manner. We will reply to all of our client questions or requests as quickly as possible; no later than 2 hours after initial request. We will investigate any complaint within 24 hours and pass on our full internal report to the client with resolution for future work, applied throughout TranslateMedia’s worldwide offices wherever relevant We will ensure that all queries are answered by the right person with the relevant industry knowledge at all times. We will constantly offer innovative solutions to our clients and suppliers, staying ahead of market trends.
  4. 4. Translate Media London | New York | Paris | Munich | Hong Kong Accurate. Punctual. Confidential. We will communicate with staff, suppliers and clients in a clear, professional and courteous manner. Remember that we are based in a service industry. Objectives : communication Remember that the very least both clients and suppliers expect from us is to be treated in a professional clear and courteous manner
  5. 5. Translate Media London | New York | Paris | Munich | Hong Kong Accurate. Punctual. Confidential. communication We will reply to all of our client questions or requests as quickly as possible; no later than 2 hours after initial request. Develop a reputation in the market as an agency that provide superlative support online, by email and over the telephone and smooth transition between staff members with both pre and post sales follow up Differentiate ourselves from competitors who delay in sending quotes and often fail to follow up. Objectives:
  6. 6. Translate Media London | New York | Paris | Munich | Hong Kong Accurate. Punctual. Confidential. communication Keep communication lines open at all times Objectives: We will investigate any complaint within 24 hours and pass on our full internal report to the client with resolution for future work, applied throughout TranslateMedia’s worldwide offices wherever relevant Resolve the client complaint and learn from it Key facts: Customer retention: 62% of dissatisfied customers if supplier responds, 95% if supplier responds fast! Satisfaction on customer complaint increases loyalty: only 14% of customers leave for poor performance, 2/3 rd leave for perceived indifference Customers whose complaint has been fixed are 5 to 10% more satisfied than those who have never complained.
  7. 7. Translate Media London | New York | Paris | Munich | Hong Kong Accurate. Punctual. Confidential. expert knowledge We will ensure that all queries are answered by the right person with the relevant industry knowledge at all times. Objectives: To use our combined knowledge and expertise to the clients benefit Maintain expertise, increase industry knowledge through training Ensure that the client knows that we are expert in our field, and subsequently trusts and follows our advice
  8. 8. Translate Media London | New York | Paris | Munich | Hong Kong Accurate. Punctual. Confidential. innovation We will constantly offer innovative solutions to our clients and suppliers, staying ahead of market trends. Objectives: Correctly maintain client accounts by offering them the best of what is available Become a trend setter within the industry Keep our clients loyal to us by staying ahead of their expectations and demands

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