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OUR PROMISE

Solutions commits itself to provide an excellent level of service, ensuring that the contact with us is friendly, professional and accessible at all times.
From the moment a customer’s enrolment request is approved by Solutions, we make sure that the services offered are consistent and exceptional at all times.

Solutions is committed to delivering an excellent service experience, ensuring your contact with us constantly is:
- Accessible
- Professional and competent to grant great quality service, wherever you might be.

All of Solutions’ support proposals entail a high level of attention to individual needs, of professional competences, of confidentiality, and of efficiency:

Enjoyable
• Courteous & professional assistants.
• Friendly & personalised – exhibiting personality and character, not ‘automated’ or ‘call-centre-like’ following prescribed scripting.

Timely
• Updates on request status as frequent as necessary to keep you properly informed.
• Ad-hoc request status updates available, wherever you are in the world.
• Request completion timeline agreed upon between you and assistant – met or updated accordingly and within your agreed timing requirements.

Convenient
• Experienced assistants asking relevant and detailed questions at the point of initial discussion according to request-type, saving you time and preventing delay and unnecessary on-going communication.
• Lifestyle appropriate – contact method as preferred by you (website, email or telephone) and as dictated by request-type (e.g. last minute, urgent, emergency).
• Detailed confirmation and reminder of request booking arrangements upon completion of request; including cancellation policy, booking reference numbers, and booking terms and conditions.

Valuable & Relevant
• Understanding your lifestyle wants and needs, and providing ‘Insider’ objective supplier recommendations, based on your personal preferences & interests – using network of legitimate, trustworthy & reliable global suppliers.
• Knowledgeable advice using internal team of specialists in their respective fields.
• Source of diverse information, from suggesting luxury, unique and/or hidden gems, to providing relevant alternative options should your first option not be available.
• Tailoring suggestions & making arrangements to meet your needs, not ours or those of our suppliers and contacts.
• Providing on going, added-value supplier benefits to you, based on what you value – be it saving time, money, or both!

Privacy Policy
• Handling & fulfilment of your requests with the utmost sensitivity, discretion and confidentiality, as well as cultural considerations and awareness at all times.
• Your personal data recorded in a secure company CRM database (see Privacy Policy) handled with care and discretion at all times.

Effective and Rapid Complaint Handling
• Available for your feedback via phone, email on: info@brilliantsolutions.eu.
• Swift acknowledgement of your experience related concerns, personalised handling & investigation by appropriate team member.
• Complaint status update throughout entire course of complaint – no need to chase.
• Follow up post-complaint resolution to ensure service excellence re-instated.

Welcoming Feedback
• Regularly contacting you directly via telephone, email or in person, from appropriate team member throughout duration of your pass with Solutions to gauge the quality of your experience.
• Thanking for and swift acknowledgement of your feedback. Investigation, evaluation and follow up, where appropriate. Implementing new customer experience-related initiatives where required.

What you can expect from us
• Cultivating and promoting an internal corporate culture of never-ending service evaluation and improvement.
• Continuous pursuit of cutting edge, ‘insider’ and hidden gem finds throughout the world to share with you to help you experience more in your everyday life.

For more information, please read our Terms and Conditions of Service
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