CV Stairs Customer Care Policy
Policy Statement
This policy covers the manner in which we deal with our customers and the level of service they should expect from us.
It recognises that how we are perceived within the industry can be derived from the way customers are treated and by the efficiency with which any issues are dealt.
Customer Care Standards
The standards we employ will be mutually understandable by customers and workers, clearly stating to customers the standard of service they can expect. They will give the guidance and targets necessary for staff to meet these expectations. Achieving this will require a more active approach to induction and training.
Our care standards are intended to give both customers and workers clear expectations and guidance in the following areas:
A. Contact with Customers
B. Complaints from Customers
C. Customer Enquiries
D. Customer Comments and Feedback
E. A Positive Commitment to Customer Care
A. Contact with Customers
Face to Face
All customers at our office and factory:
- Will be dealt with quickly even if this simply means informing them that you are trying to contact the correct person to deal with the query.
- Will be asked clearly what they require.
- Will not be promised anything we cannot deliver.
- Will be asked if they would rather make an appointment.
- Will be kept informed of progress.
Telephone
When commmunicating by telephone:
- All calls will be answered quickly.
- Clear greetings will be given.
- Offered the chance to leave a message if the person they wish to speak to is not available.
- Offered the opportunity to speak to someone else.
Letters, E-mails & Faxes
We will:
- Answer letters and e-mails within 5 working days of receiving them, or keep the customer updated if a full answer will take longer.
- Make our letters clear and easy to understand.
B. Complaints from Customers
All complaints should be dealt with from whatever source. As with all communications we would aim to:
- Respond quickly.
- Give clear information about what we will do.
- Advise of any action being taken as a result.
- Keep the complainant advised of progress if investigation of the complaint takes some time.
A log of complaints should be kept to identify patterns emerging, but also as a means of ensuring that a response has been given.
C. Customer Enquiries
We will:
- Ensure that staff members are able to respond to a wide range of enquiries.
- Helpfully redirect enquirers to the relevant department, if necessary.
D. Customer Comments and Feedback
We will:
- Welcome customer comments and feedback to help us identify strengths and weaknesses in the quality and efficiency of the service we provide.
- Carry out surveys from time to time to find out how well our customers think we are doing in various key areas of our service.
E. A Positive Commitment to Customer Care
We will:
- Treat customers in a caring manner.
- Treat customers fairly and with equity.
- Provide a good quality service and strive to get it right first time.
- Be transparent, open and honest in our approach.
- Ensure confidentiality and privacy is maintained at all times.
- Listen to what customers have to say and learn from this.
- Promote a climate of mutual respect between customer and worker.
- Train our staff.
