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