Customer Care
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Customers are our absolute priority. Our customer care charter is made up of 4 areas of responsibility for each of our employees. These are behaviour, communication, performance and competence.
Behaviour
To be courteous & respectful to colleagues & customers
To treat our colleagues & customers fairly and professionally
To be willing to assist you & be responsive to your needs
Communication
Promptly answer incoming calls, giving a personal introduction
Promptly reply to customers messages taken on behalf of colleagues
Advise you of the name & position of the person responsible for any subsequent action or contact
Provide timely oral & written advice which is clear, concise, accurate & complete
Performance
Focus on our overall performance to ensure continued customer satisfaction
Put matters right as speedily as possible if we get something wrong
Use your feedback to improve our products & services
Competence
Demonstrate professional competence in providing advice on all our services & products
Work in a safe manner, taking care of our colleagues, you, your property and the environment
Deliver a timely & consistent quality of service which conforms to your expectations