Customer Care Policy

Date: 01/04/2017

Quality Statement

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.

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

High standards of business integrity will always be maintained

Attitudes and behaviour

We will work safely, legally and reliably at all times

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

Our customers will always be treated with respect and courtesy

We will maintain excellent personal relationships with our customers at all levels

We will show honesty and directness in our dealings and not be afraid to apologise when we have made a mistake

Delivery standards

We will discuss customers' requirements before each delivery and confirm them in writing

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

Our staff and equipment will always be presentable

We will have trained staff available to handle any major product none availability or delivery emergency

Communications

We will aim to answer the telephone within three rings and will give customers direct access to our sales team

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

Information on delivery performance will be available for our customers where appropriate

Clear, prompt invoices will be produced, identifying and explaining any additional charges

Managing the Process

Enquires, orders and deliveries will be tracked and monitored to ensure our promises are delivered

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

Regular meetings will be held between all staff to maintain service levels, communication and efficiency

Nicola Crisp – Managing Director