Date: 01/04/2017

• 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

• 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

• 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

• 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

• 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