Call Centre

Call Booking
NESN have two Call Centre teams who are not only skilled in customer care but in addition are also trained to provide technical support.

Complaint Handling
NESN is passionate about delivering first class customer service and the whole aim of the organisation is to ‘delight’ each customer every time they touch’ the organisation. Although NESN receives excellent feedback from customers and consistently achieves high levels of customer satisfaction, the nature of assistance business means that there are opportunities for things to go wrong. However, rather than view a complaint as a problem, NESN see's this as an excellent opportunity to restore customer’s confidence in the organisation and will do everything possible to achieve this.

NESN’s Customer Liaison team deals with all complaints. The team has a wealth of customer service experience, extensive technical and industry knowledge and is fully empowered to make decisions on behalf of the organisation in order to resolve complaints quickly and effectively. A formalised escalation protocol is also in place to ensure that customer’s needs are met swiftly and efficiently.

Warranty Validation
NESN can provide a warranty validation process through its call handling facility. By introducing ‘system masks’ we can ensure that only customers and dealers entitled to a ‘warranty repair’ are offered this service. In addition, as all our service providers use the same IT system and communicate with our head office on a daily basis, we can provide a central invoicing point.

Through our own Service Provider support team we could work closely with the technical support managers within retail and manufacturers to ensure all of our Service Providers have access to all the latest information.
As product becomes more difficult to repair it will be essential that all service companies equip themselves with all of the available service aids to ensure a speedy and quality repair.

Product Disposal
As regulations change regarding the disposal of product NESN is working closely with the relevant agencies and is in a position to provide a fully certified product disposal process, that has a full audit facility attached.