SAMPLE CUSTOMER SERVICE POLICY AND VALUES STATEMENT
Asivado.com strives for excellence and
professionalism in providing customer service, online, inside and outside the organization, within
the limits of available, well-managed resources.
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To accomplish this mission, we agree
upon these customer service values:
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Anticipating the needs of our customers
and planning accordingly
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Greeting our customers promptly,
cheerfully and respectfully
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Listening carefully and giving full
consideration to the requests and concerns of our customers
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Communicating honestly, courteously and
knowledgeably
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Providing follow-through for our
customers promptly, responsibly and efficiently
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Serving with pride, commitment, and with
high ethical standards
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Respecting the individual and
encouraging participation
Asivado.com policy and responsibility is to provide
excellent service to the public.
Customer feedback helps us measure whether our
services are meeting public needs and expectations. It also helps us identify
problems that need to be solved.
High quality customer service depends on customer
feedback.
While praise is always welcome, constructive
criticism is truly helpful in the long run.
Response
Standards
·
When possible, complaints, questions and
requests for service should be resolved in “real time” on the same day they
arrive.
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However, in many instances, referral and
follow-up are necessary in order to fully understand and resolve the issue.
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In such instances, the following
standards for acknowledgement and resolution should be followed.
Acknowledgement
·
All complaints, questions and requests
for service should be acknowledged within one business day.
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This acknowledgement should note the
person to whom the issue has been referred and when the customer can expect a
response.
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If the customer feedback is delivered by
phone or in person, this acknowledgement should be given verbally during the
call or visit.
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If the customer feedback is delivered by
e-mail, the acknowledgement should be given by email.
·
If the customer feedback is delivered by
postal mail the acknowledgement should be sent via telephone, postal mail or
e-mail, whichever is appropriate.
·
For written acknowledgements, templates
with standard language should be used to minimize staff processing time.
Resolution
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A substantive response should be provided
within seven business days.
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This response should include the Asivado’s
analysis of the issue and the proposed resolution. Clear reasons should be
given if it is not possible for the Asivado to accommodate the customer’s
request.
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If a resolution is not possible within
seven business days, the customer should be notified and given the date by which
they can expect a response.
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The resolution can be communicated to
the customer verbally, by e-mail or by postal mail, depending on the
communication method most appropriate to the situation.
Response Procedure
Calls / Visits to the Asivado
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When a customer calls or visits the Asivado
with a complaint, question, or request for service, the issue should be
resolved immediately, if possible, by the Asivado or by referral to the
appropriate department.
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If immediate resolution is not possible,
the Asivado will take down the necessary information and let the customer know
when and from whom he or she can expect a response.
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The department receiving the referral is
responsible for resolving the issue per the above standards.
E-mails or Postal Letters to the Asivado
·
When customers send e-mail (or postal
mail) to the Asivado with complaints, questions, and requests for service, the Asivado
will send an acknowledgment e-mail (or postcard) within one business day.
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Of course, if the Asivado is able to
answer the question or resolve the issue right away without referral, it will
do so and let the customer know. In such instances, a separate acknowledgement
email (or postcard) is not necessary.
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Also within the first business day, the Asivado
will forward the item to the appropriate department for response, noting the
expected resolution date.
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The department receiving the referral is
responsible for resolving the issue per the above standards. Additional
Comments Since customers do not always know to whom to direct their concerns,
any staff member at a public counter or answering the phone is called upon to
be a customer service agent. When transferring a caller, staff should always
take the caller’s number so that they can call back if need be.