| Both sides previous revisionPrevious revision | |
| company_policies:customer_care [2019/11/14 18:32] – john | company_policies:customer_care [2023/10/23 11:19] (current) – toni |
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| ====== Customer Care Policy ====== | ====== Customer Care Policy ====== |
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| Date: 01/04/2017 | Date: 23-10-2023 |
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| ===== Quality Statement ===== | ===== Quality Statement ===== |
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| * Impamark will provide a quality service to its customers. It will do this through a commitment to training where appropriate and an adherence to standards to ensure consistency across the Company. | - 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. |
| * Our customers will always be put first in running the business | |
| * We will aim to apply higher standards of customer care than any of our competitors | - 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. |
| * High standards of business integrity will always be maintained | |
| | - 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. |
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| | - Business Integrity: We maintain high standards of integrity in all our dealings. Our business practices are grounded in honesty, reliability and legal compliance. |
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| ===== Attitudes and behaviour ===== | ===== Attitudes and behaviour ===== |
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| * We will work safely, legally and reliably at all times | - Safety, Legality and Reliability: Our commitment to these principles ensures the well-being of our customers and the smooth operation of our business. |
| * We will set out to improve our customers' reputations and continue to build on customer relations | |
| * We will anticipate changes in our customers' requirements and alter our service to accommodate them | - 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. |
| * Our customers will always be treated with respect and courtesy | |
| * We will maintain excellent personal relationships with our customers at all levels | - 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. |
| * We will show honesty and directness in our dealings and not be afraid to apologise when we have made a mistake | |
| | - Respect and Courtesy: We treat all our customers with utmost respect and courtesy. We value their perspectives, listen actively and engage. |
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| | - 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. |
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| ===== Delivery standards ===== | ===== Delivery standards ===== |
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| * We will discuss customers' requirements before each delivery and confirm them in writing | - 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. |
| * We will provide the required specification for each delivery | |
| * Customers will be advised immediately if we experience breakdowns or unforeseen circumstances. We will then revise our plans and suggest alternatives to minimise inconvenience | - Specified Deliverables: We provide clear specifications for each delivery, ensuring that our customers receive precisely what they expect. |
| * Our staff and equipment will always be presentable | |
| * We will have trained staff available to handle any major product none availability or delivery emergency | - Proactive Communication: In the event of breakdowns or unforeseen circumstances, we promptly inform our customers and suggest alternative solutions to minimise inconvenience. |
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| | - Professional Presentation: Our staff and equipment always maintain a presentable appearance, reflecting our commitment to professionalism and attention to detail. |
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| ===== Communications ===== | ===== Communications ===== |
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| * We will aim to answer the telephone within three rings and will give customers direct access to our sales team | - 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 of customers' requirements will be provided before each delivery | |
| * Experienced sales staff will be available by phone to deal with any unforeseen requirements | - Written Confirmation: Before each delivery, we provide written confirmation of our customers’ requirements to eliminate any misunderstandings or discrepancies. |
| * Information on delivery performance will be available for our customers where appropriate | |
| * Clear, prompt invoices will be produced, identifying and explaining any additional charges | - 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. |
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| | - Transparent Delivery Performance: We provide our customers with information on delivery performance whenever appropriate, enabling them to track and monitor their orders. |
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| | - 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. |
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| ===== Managing the Process ===== | ===== Managing the Process ===== |
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| * Enquires, orders and deliveries will be tracked and monitored to ensure our promises are delivered | - 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 will be used in the criteria for interview selection | |
| * All staff will receive appropriate customer care training in line with our customer care policy | - 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. |
| * Regular meetings will be held between all staff to maintain service levels, communication and efficiency | |
| | - Ongoing Training: All staff receive appropriate customer care training inline with our customer care policy, enabling them to continuously deliver outstanding service. |
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| | - Regular Staff Meetings: Meetings are held between staff to maintain service levels, enhance communication and improve overall operational efficiency. |
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| Nicola Crisp – Managing Director | Nicola Crisp – Managing Director |
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