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In today's rapidly changing business environment, you need a service partner with the capabilities, experience and motivation to improve your competitive performance.

How do we do it? - Through a single minded dedication to delivering service excellence for our customers that stretches over forty years.

And Dalkia is committed to continuously building a strong customer care culture, enabling you to focus on your core business knowing your services are in safe hands.


A structured system that ensures customer service excellence

As our customer care culture touches and shapes our approach we have developed an integrated system of customer care processes to structure this approach. This system provides consistency in service delivery and ensures our customers can obtain as well as determine the benefits they receive.

Dalkia's customer care system is in constant development, shaped by ongoing dialogue with our customers and a desire to ensure we are delivering levels of service that are always creating value and helping your organisation to be more competitive.

The ten key elements are:


1. Customer Charter
Dalkia's integrated system of customer care processes begins with our Customer Charter. This defines our customer care philosophy in ten key commitment statements which describe what our customers can expect from Dalkia. Our approach to delivering the highest levels of customer care is based on these ten commitments and every Dalkia customer is provided with a copy to refer to.

2. Customer Care Training
At Dalkia we believe that in order to build a customer care culture throughout our organisation, all of our staff must have a shared understanding and the necessary skills. As a result, every Dalkia employee has participated in a series of six workshops aimed at enhancing our customer service delivery performance. The workshops cover a wide range of areas including understanding the implications of customer care and the commitments we make in our Customer Care Charter, communication skills and customer relationship management. But we won't stop there and ongoing training forms a major part of our overall customer care system.


3. Customer Issue Resolution
To ensure any problems are attended to quickly, we have implemented a structured process that enables any expression of dissatisfaction from our customers, a member of the public or an Enforcing Authority to be submitted and effectively dealt with.


4. Customer Service Reports
Dalkia provides all of our customers with regular reports, which present a detailed and concise review of our service performance on site over the past year, with if appropriate, recommendations for future service improvements.

5. Customer Communications
At Dalkia, we endeavour to keep our customers up-to-date with relevant and timely information on new developments and our activities in the market. This includes newsletters and electronic bulletins that are delivered to the inbox of subscribing customers every month.

6. Customer Focus Groups
Dalkia has always believed that good communication is a two way process and the key to creating value is through active listening. Round-the-table discussion forums are one way in which we engage with our customers. They enable us to explore the issues that really matter in current, yet important, business areas. In addition to helping shape the direction for future service improvements by Dalkia, the forums also allow our customers to obtain ideas by sharing their views and experiences amongst business peers.


7. Customer Care Awards
Every year we recognise and reward Dalkia employees who have demonstrated particular distinction and achievement in providing benefits for our customers through outstanding customer service. The Awards act as a motivator for staff throughout our organisation and contribute significantly towards building a culture centred around delivering customer service excellence.


8. Customer Care Officers
At Dalkia we understand the importance of providing local support via a single point of contact, to address the customer service issues you may have. To administer this service, we have appointed a Customer Care Officer from your local operations team at each of our operational Area offices throughout the country. Each have been specifically trained to understand the customer base in their Area and to quickly and professionally attend to our customer's service requirements.


9. Customer Service Reviews
Ongoing dialogue at a site level is critical if Dalkia is to understand our customer's needs, stay abreast of current and impending changes in your company and on site and place focus in areas where we can provide maximum benefit. To achieve this, we hold regular meetings with our customers to share information as well as review site service performance, identify and agree actions to address issues and make joint plans for the future.

10. Customer Satisfaction Survey
On an annual basis, we ask our customers to complete a survey form rating our service performance over the past year against a range of criteria. This is used to gauge how we are progressing in meeting our customer charter commitments and provides both an individual and national assessment of our customer service proficiency. All customers are provided with information on the survey results, including the actions Dalkia will take to provide continuous improvement.

This is an ongoing process where we continuously talk and interact with our customers to understand where to concentrate our customer service development efforts.

As a result, you can have the peace of mind that in addition to Dalkia's unrivalled experience in delivering proven technical facilities and energy management solutions, our integrated customer care approach means that your services are being looked after by a company with your business needs at heart.

If you would like to find out more about Dalkia's customer care approach, please click here to contact us.

Alternatively, you can contact one of our Customer Care Officers, located near you:

Scotland & North East (Glasgow office) - Tel. 0141 331 4900
North (Manchester office) - Tel. 0161 747 0914
Midlands (Coventry office) - Tel.0247 647 4671
South West (Bristol office) - Tel. 0117 971 3162

Is the Customer Care approach working?
- read what our customers have recently said:

“Your company always does it's best. You exhibit a mature management style and understand this customer's needs. You try to anticipate our requirements in a very difficult market place where our inputs are sometimes lacking but the client, supervisor, contract manager relationship is very very important to us. We work as a team which gives this client a great deal of confidence.”Bob Midgley – Engineering Manager
South London and Maudsley NHS Trust

Dalkia has proven to be a very capable and supportive company to deal with. This support has often gone far beyond that normally expected. There is a positive 'partnership' approach in how they conduct business and this has extended itself into the public arena through their support of the Trust's environmental strategies - for which we are most grateful.
Steve Lloyd - Director of Estates
North Glamorgan NHS Trust

“Dalkia continue to work as an integral part of the existing GE team. Moving forward I fully expect Dalkia to play an important role in helping GE realise utility cost savings in an ever more challenging environment.”GE Plastics