Customer Incident Management Process
At Hawker Siddeley Switchgear Ltd we value our customers and request that they report any Issues or Incidents that may have effected our product or our service supplied to our customers.
The reporting process could not be easier, you can use any one of the following user-friendly options: -
- Electronically, using HSSL web site www.hss-ltd.com complete the Incident reporting form, then simply press the submit button, it will then be sent to customer.support@hss-ltd.com
- This form can also be downloaded from the company web site and faxed to us on +44 (0) 1495 331177.
- Or you can simply telephone us on +44 (0) 1495 223001 or free phone number 00800 42426666 and ask to speak to a member of the Customer Support Team.
- If you phone and the switchboard is unmanned, you will be greeted by an easy to use automatic exchange, which will give you several options.
- One of the options will be a help desk, where a member of the Support Team will assist you in finding the person and the department you are looking for.
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Another option may be that out of normal working hours (or a time difference) you may need to talk to one of the on call Customer Support Team, regarding an incident you may have come across.
- Once the Incident Report has been received, the Customer Support Team will ensure that it is logged in the company Incident Management Database.
- The next stage in the process is for a member of the Customer Support Team to issue each incident with its own unique incident number, e.g. C01234.
- At this stage it may be deemed necessary to call a CRM (Customer Response Meeting). This meeting is called in order to provide a prompt response to the customer that may be in distress. This meeting can be called by the Customer Support Team or any member of the Executive. If you are called to a CRM, attendance is mandatory.
- The member of the team handling the incident must then reply to the customer within 24 hours with a response on how the incident is being managed, providing the customer with the incidents own unique ID number.
- This unique number provides traceability at any time if you wish to contact the Customer Support Team and enquire on the progress of the incident.
- During this initial contact, the customer will be provided with a progress report, and a forecast of how quickly the incident can be closed down.
- Depending on the severity of the incident it may be necessary for an action plan to be put in place, if an action plan is required then it must be submitted to the customer within 5 working days of the incident receipt for the customer’s agreement and approval.
- HSSL have a directive from the Managing Director and the Executive Team that if an incident can not be closed in-line with this procedure (within 5 working days) and fails to be closed out within 30 days of its receipt, the incident in question will be raised and placed in front of the Managing Director, whereby an investigation will take place with all appropriate heads of departments as to why this incident has not been closed out.
- It is the objective of Hawker Siddeley Switchgear Ltd to ensure that all our customers receive a first class product and a second to none after sales service. The Support Team will keep each customer informed of the incidents progress.