Thought leadership

CORGI HomePlan’s customer services team at their Dunfermline headquarters has expanded by 20, with a focus on ‘technical staff’ to immediately help customers with any problems over the phone. An improved live chat function has also been added to the company’s website and a series of how to videos showing customers easy fixes for simple and common faults have all been added to the mix.

The how to films are now available on Youtube and Vimeo, but can also be found on the new website:

Mark Leslie, Chief Executive Officer of CORGI HomePlan comments: “When the weather turns cold, a broken boiler or home emergency can make a home feel miserable – especially where there are children or the elderly involved. At CORGI HomePlan, it’s all about customers. They expect the best service we can offer and the best value for money. Customers have a problem when they get in touch with us and need us to act in a way that shows we are taking them seriously.

“Helping people to get the problem fixed as quickly as possible is what we do. The extra measures we have introduced will help us to deliver a fast and efficient call out service at a time when our customers need us the most.

“There is massive brand awareness operating under such a household name as CORGI, an organisation that championed home owners. People still recognise and trust that. That is our responsibility in every dealing we have with customers. Giving the customer the service that is expected is our daily responsibility and one we do our utmost to live up to throughout the company.

“Customer service staff are at the sharp end and know where the problems are and where the opportunities are in the business. As directors, we can learn lots from them.”

CORGI HomePlan offer boiler, central heating and extended home maintenance cover and they are supported by more than 5,000 Gas Safe Registered and independent engineers.

With gas safety at the heart of their messaging, the company has also developed a separate microsite to help customers recognise the dangers in the home with practical recommendations about how homeowners can minimise risk. The ‘How Safe is Your Home’ site is packed with hints and tips.

These new services will all bolster the level of service to CORGI HomePlan customers, with the company already enjoying a rating of 9.6 out of 10 on TrustPilot and an impressive 93% customer satisfaction on review site Feefo.


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