Five Star Service Promise
5-Star Service Charter: Vanarama's Customer Service Promise To You
Delivering a 5-star service to you is at the heart of everything we do. So, if you're considering Vanarama as the destination to get your new vehicle, please take a moment to discover what we mean when we talk about our 5-star customer service. We understand that choosing your brand new vehicle & securing the best deal is not a decision you’ll be taking lightly. You have to be absolutely sure that you're choosing the very best company - that’s where we come in! This is what we promise to deliver every time you order a new vehicle through Vanarama:
This is what we promise to deliver to you every time you order a new vehicle through Vanarama:
We Start By Really Understanding Your Needs
No 2 customers are alike & you're unique! So we make it our mission to understand in detail exactly what you're looking for to ensure we get you exactly what you want. The result is you get the vehicle & finance package that absolutely matches your needs.
You Don't Have To Repeat Yourself When You Contact Us
It's frustrating having to repeat yourself every time you speak to a different person. That’s why then you call us it's unlikely we'll have to transfer you because we train our teams intensively to 'own each call'. If for any reason you do have to speak to another person, we'll take your details so that you're not spending the first few minutes of the next conversation repeating yourself. We want you to look forward to talking to our team.
You're Busy So We Make Life Easy For You
At Vanarama we have a 'Get It Right First Time' philosophy. We're fanatical about being accurate, efficient & fast! Our 'One Call Resolution' is just that. We aim to answer your questions or challenges within the one call. You can also access our 'My Vanarama' site & track your order so you know what’s happening at every step of the journey. All we ask from you is that you respond swiftly to any paperwork we send. Our unswerving goal is to deliver your vehicle in the shortest time scale possible in our industry.
We’re All Here To Help You
From our CEO to those behind the scenes that support our customer service teams – everyone at Vanarama understands the part they have to play in delivering outstanding customer service. We don't scrimp on customer service training & mentoring for every team member. Our team is a happy bunch & never happier than when they're making sure you get everything you need when you need it.
If It Goes Wrong We Make It Our Mission To Put It Right
Even in the best of businesses, things do occasionally go wrong. If you're ever less than happy with our service please don't dwell on it. Tell us immediately. Our teams are trained to listen, take action & to challenge our processes if they need fixing. Sometimes it can be as simple as providing you with something you didn't get. Other times we might have to do a little more to fix it. The bottom line is if you're unhappy it makes us unhappy. Rest assured we'll do everything we can to fully restore your faith in us & put a smile back on your face.
We Stay In Touch With You – No Silences
When you order your vehicle through Vanarama you're guided through every stage of the process. It's our goal to ensure you enjoy the experience - from requesting your quotation right through to delivery of your brand new vehicle. Documents are usually emailed to you with full 'plain English' explanations of what to do next. We'll confirm receipt of anything you send us & we'll let you know when we need more. Our team will be in touch regularly, giving you the opportunity to ask questions or just check up on a few details & of course you can contact us in between.
Service Level Agreements Are Our Bible
Service Level Agreements are your guarantee that you’ll receive a high standard of service from us - consistently. When you choose Vanarama we explain fully what happens during the order process; how long each step takes & more. This means that you can plan your timetable securely in the knowledge that we'll deliver your brand new vehicle on time as promised.
We Know Our Stuff So Ask Away!
Buying a vehicle rarely comes without any questions. Because we know vehicles & finance deals inside out, we thrive on answering your questions at all stages of the process. So please keep your questions coming! You get to speak to a member of our team that will in all probability be able to answer your question there & then. On the odd occasion we can't provide an answer, we'll tell you how long it will take. & you won't have to chase us.
Delivering What We Promise
This sits at the very core of our business. If we say we're going to do something for you it will be done. If we know for sure that we can't do something for you within the timescales you're looking for, we'll tell you too. The last thing we want is to raise your expectations only to let you down. It's our goal to WOW you every time you contact us. We want you to be thrilled that you chose Vanarama.