Customer First Is Not a Slogan. It Is a Binding Operating Rule.
The home-services industry in India has a customer-satisfaction problem. Working Class was built to solve it — not just claim to solve it.
The most common way home-service companies in Coimbatore handle dissatisfied customers is to minimise, delay, or deflect. "The technician says the work was fine." "This is a new fault, not covered by warranty." "We need photos, a video, and 7 business days to process your complaint." These responses protect the company — not the customer. At Working Class, we flipped that default: in any dispute between a customer and a technician, we begin by believing the customer.
Our Customer-First Policy has four binding rules that every employee, supervisor, and technician must follow. Rule one: any unsatisfied customer who contacts us within 48 hours of a job completion receives a free re-visit — no questions asked, no photos required, no "let me check with the technician first." Rule two: warranty claims are never debated. If you say the repaired item failed within the warranty window, a re-visit is scheduled within 24 hours. Rule three: complaints are acknowledged within 1 hour by a named human agent, investigated within 2 hours, and resolved within 4 hours. Rule four: no complaint case is closed without the customer confirming it is resolved — auto-closure timers are disabled.
The foundation of this policy is accountability — not just customer service scripts. Customer ratings directly affect technician income and platform access. A technician who consistently receives below-4.0 ratings undergoes mandatory re-training. Three consecutive sub-3.0 ratings trigger a performance review that can result in platform suspension. This creates a genuine incentive for every technician to satisfy every customer — because their livelihood depends on it, not because they are asked to be polite.
For commercial customers — Coimbatore restaurants, Race Course hotels, Tiruppur export lodges, and Peelamedu IT office buildings — we go further. AMC customers receive a dedicated operations supervisor, a shared WhatsApp group with their technician team, and a monthly performance review call with their Facility Manager or General Manager. If satisfaction falls below a defined threshold in any month, the customer has the right to negotiate a rate reduction for that month's AMC invoice. No other home services company in Tamil Nadu offers this contractual satisfaction guarantee.
