‘forever customer care’ puts US in line for top national award

We are proud to announce that Gaggia UK has been shortlisted for the Customer Focus Award in the Institute of Customer Service awards for its unique ‘forever customer care’ policy. 

We view these awards as the best in Britain for customer service so we are delighted to be shortlisted, especially as we are up against some big names.

These include top quality bathroom equipment company Geberit, online printer inks and toner sales business Cartridge People and the Registry Trust which maintains the official statutory Register of Judgments, Orders and Fines for England & Wales on behalf of the Ministry of Justice.

Our concept is simple yet highly effective, using Zoom to provide quick and efficient customer care which we call 'Forever Customer Care' as it continues even after the warranty ends.

If the member of staff can’t resolve the problem straightaway then the customer is immediately referred to an engineer who will join the Zoom or phone call.

This means that if they have a problem with a coffee machine they can show us the problem and we can give instant advice there and then and guide them on how to fix it as many of the issues can be quickly solved. For instance, many will say part of the machine is clogged but all it needs is a flush through and we can talk them through how to do that over Zoom and then give them on advice on how to care for their machine so it doesn’t happen again.

It also saves the time, effort, money and the environment of needlessly sending a machine  back to us when it can be quickly sorted online. If a part needs replacing we can get it ordered and delivered straight to the customer and then talk them through how to fit it. 

Gaggia’s design means the same internal workings such as boilers fit most of the makes and models and are easy to replace.

The number of coffee machines sent back to us for repairs, servicing or upgrades has halved since we introduced Zoom into our customer service which is a big saving on the environment, as well as for the customer.

The Gaggia UK Trust Pilot reviews are outstanding such as this one from Aaron Dawson who wrote: “Absolutely outstanding customer service. Bought a machine from them a few years back, had an issue today with the steamer not working correctly. Called them up and within a minute I was on a Zoom call with two amazing guys who talked me through how to fix it and within five minutes it was working again. Absolute five star service and I’d go on to say the best customer service I’ve ever experienced.”

Another reviewer, Gary Clarkson, added: “Great company and the UK office is one of the best after care services by any company in the world.”

See more reviews: https://www.gaggiadirect.com/trustpilot.html