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.
· To accomplish this mission, we agree upon these customer service values:
· Anticipating the needs of our customers and planning accordingly
· Greeting our customers promptly, cheerfully and respectfully
· Listening carefully and giving full consideration to the requests and concerns of our customers
· Communicating honestly, courteously and knowledgeably
· Providing follow-through for our customers promptly, responsibly and efficiently
· Serving with pride, commitment, and with high ethical standards
· 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.
· When possible, complaints, questions and requests for service should be resolved in “real time” on the same day they arrive.
· However, in many instances, referral and follow-up are necessary in order to fully understand and resolve the issue.
· In such instances, the following standards for acknowledgement and resolution should be followed.
· All complaints, questions and requests for service should be acknowledged within one business day.
· This acknowledgement should note the person to whom the issue has been referred and when the customer can expect a response.
· If the customer feedback is delivered by phone or in person, this acknowledgement should be given verbally during the call or visit.
· 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.
· A substantive response should be provided within seven business days.
· 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.
· 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.
· 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.
Calls / Visits to the Asivado
· 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.
· 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.
· 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.
· 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.
· Also within the first business day, the Asivado will forward the item to the appropriate department for response, noting the expected resolution date.
· 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.