TranslateMedia service charter launch

Language ServicesTranslateMedia

London | New York | Paris | Munich | Hong Kong

Accurate. Punctual. Confidential.

Professional Language Services

www.translatemedia.com

TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.

A service charter is a document that outlines:

• What TranslateMedia promises to offer its clients and suppliers

• How TranslateMedia basically defines itself

• How TranslateMedia stands out from its competitors

service what?!?

TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.

service chartercommunication

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.

TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. 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

TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.

communicationWe 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:

TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. 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, 2/3rd leave for perceived indifference

Customers whose complaint has been fixed are 5 to 10% more satisfied than those who have never complained.

TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. 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

TranslateMedia London | New York | Paris | Munich | Hong KongAccurate. Punctual. Confidential.

innovationWe 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