Differences

This shows you the differences between two versions of the page.

--- company_policies:customer_care [2019/11/14 18:29] – created john
+++ company_policies:customer_care [2023/10/23 11:19] (current) – toni
@@ Line 1: / Line 1: @@
 {{:company_policies:impamark_solid_cmyk_with_strap_new_600.png?400x110}}
+====== Customer Care Policy ======
+Date: 23-10-2023
+===== Quality Statement =====
+- Commitment to Excellence: Impamark is dedicated to providing a superior service to its customers. We achieve this through continuous training and adherence to standards, ensuring consistency across the company.
+- Customer-First Approach: Our customers are our top priority in all aspects of our business operations. We prioritise their needs and work towards exceeding their expectations.
+- Unparalleled Customer Care: We strive to set higher standards of customer care than our competitors. Our goal is to provide exceptional service and support to enhance our customer’s experience.
+- Business Integrity: We maintain high standards of integrity in all our dealings. Our business practices are grounded in honesty, reliability and legal compliance.
+===== Attitudes and behaviour =====
+- Safety, Legality and Reliability: Our commitment to these principles ensures the well-being of our customers and the smooth operation of our business.
+- Reputation Enhancement: We aim to improve our customers’ reputations by delivering outstanding service and building strong relationships. We constantly seek opportunities to enhance their standing in the marketplace.
+- Adaptability and Flexibility: We proactively anticipate changes in our customers’ requirements and adjust our service accordingly. Our goal is to accommodate their evolving needs and provide tailored solutions.
+- Respect and Courtesy: We treat all our customers with utmost respect and courtesy. We value their perspectives, listen actively and engage.
+- Open and Transparent Communication: We believe in fostering honest and direct communication with our customers. We value integrity in our interactions and aim to address any concerns or issues promptly and directly.
+===== Delivery standards =====
+- Detailed Requirement: Before each delivery, we engage in thorough discussions with our customers to understand their requirements. We then confirm these requirements in writing to ensure clarity and accuracy.
+- Specified Deliverables: We provide clear specifications for each delivery, ensuring that our customers receive precisely what they expect.
+- Proactive Communication: In the event of breakdowns or unforeseen circumstances, we promptly inform our customers and suggest alternative solutions to minimise inconvenience.
+- Professional Presentation: Our staff and equipment always maintain a presentable appearance, reflecting our commitment to professionalism and attention to detail.
+===== Communications =====
+- Responsive Phone Support: We aim to answer telephone calls within three rings, providing customers with direct access to our sales team prompt assistance.
+- Written Confirmation: Before each delivery, we provide written confirmation of our customers’ requirements to eliminate any misunderstandings or discrepancies.
+- Quick Response to Unforeseen Requirements: Experienced sales staff are available by phone and e-mail to address any unforeseen requirements, ensuring efficient and effective solutions.
+- Transparent Delivery Performance: We provide our customers with information on delivery performance whenever appropriate, enabling them to track and monitor their orders.
+- Clear and Prompt Invoices: We produce clear and prompt invoices that clearly identify and explain any additional charges, ensuring transparency and facilitating smooth financial transactions.
+===== Managing the Process =====
+- Tracking and Monitoring: We meticulously track and monitor enquiries, orders and deliveries to ensure that we deliver on our promises and maintain high service standards.
+- Customer Care Skills: We prioritise the development of strong customer care skills to ensure our interactions are effective and satisfactory. We strive to exceed expectations by consistently delivering outstanding customer care experience.
+- Ongoing Training: All staff receive appropriate customer care training inline with our customer care policy, enabling them to continuously deliver outstanding service.
+- Regular Staff Meetings: Meetings are held between staff to maintain service levels, enhance communication and improve overall operational efficiency.
+\\
+Nicola Crisp – Managing Director