Our Staff will always aim to:
-
Be welcoming, polite and respectful to all our customers.
-
Listen to customers and treat them according to their needs.
-
Be helpful and knowledgeable in advising our customers.
-
Get everything right first time.
-
Make appointments at times that suit our customers.
-
Tell customers as early as possible should we be unable to keep an appointment.
-
Answer telephone calls within 5 rings.
-
Respond to telephone messages within 2 hours.
-
Take (and ensure delivery of) messages for colleagues who are not available.
-
Keep customers informed and provide timely updates on progress of work and orders.
-
Resolve all complaints within a reasonable time period or explain why we have been unable to do so.
-
Monitor all complaints and learn from our mistakes.
-
Follow up suggestions and use them where we can.