Square 1 Communictions Customer Service Policy

Intent

This Customer Service Policy formalises our commitment to providing the best possible service to our customers.
 

The aims of our Customer Service Policy are to:
 

  • make transactions easier for customers and clients

  • provide customers and clients with a consistent level of customer care

  • provide clear written guidelines to staff

  • provide clarity around complaints 

  • help achieve the vision, goal and mission of our organisation.

Scope

This policy and associated procedures apply to all directors, staff and contractors working for the organisation.

 

Policy

 

Square1 prioritises the effective service of customers and the respectful handling of customer complaints.

Square1 commits to the following principles and practices in customer service.

Friendly, professional customer interactions

 

We will:

  • Speak respectfully to customers at all times

  • Listen carefully and allow customers time to explain the circumstances fully

  • Convey a sound knowledge of the business, including its goods, services and guidelines

  • Respect customer privacy and confidentiality, in accordance with any law and or act in place.

Accurate and consistent information about goods and services

 

We take active measures to ensure that we: 

 

  • Always communicate factually, honestly and accurately to customers, whether in writing, verbally or face-to-face

  • Keep any  publicly available information about goods and services updated 

  • Provide a clear explanation of our complaints and refund process.
     

Prompt and efficient services

 

So that we can improve our approach to customer service we:

 

  • Strive to address customer enquiries within a reasonable timeframe, whether in writing, verbally or face to face

  • Regularly review customer service performance, and incorporate findings in staff training and development activities.

 

Service Standards

 

The following service standards apply when communicating with customers:

 

Telephone 

  • Aim to answer the phone within 5 rings

  • Management and staff to identify the company by name when answering the phone 

  • If the required person is not available, staff will offer to take a message, recording relevant details accurately.

  • Management and staff will pass on the message to the relevant person by email and/ or other method as deemed appropriate in timely manner.

 

Email 

 

  • When not in the office for an extended period, management and staff will ensure that out-of-office notification is activated.

  • Management and staff will respond to customer emails in a timely manner.

  • Management and staff will use Plain English when replying to customer emails.

 

Website

 

Management and staff will.

 

  • Use reasonable endeavours to ensure that the information contained on the website is updated and accurate.

  • Ensure that contact information is available on the website

  • Answer customer care enquiries with a 48-hour period.

  • When collecting information via our website, ensure that our Privacy policy is easily accessible and available on our website.
     

Social and Digital Channels

 

  • Management and staff will ensure that customer enquiries and complaints received via the digital channels are answered in a timely and accurate manner.

 

Complaints Handling 

 

The Square1 complaints process is visible and accessible to staff. It is written in a way that management and staff can easily understand, using Plain English. 

 

We acknowledge that the resolution of customer complaints is a key component of effective customer service.

 

Complaints handling process ( as outlined in our Complaints policy) 

 

We have the following procedures in place for handling complaints.

 

Initial complaint

 

  • Listen respectfully to the customer in a fair and impartial way.

  • If the complaint is received in writing, acknowledge the complaint within a 48-hour period.

  • Ensure our name and contact details are clearly visible and accessible throughout our website and digital channels.

  • Record the customer complaint in writing, obtaining all relevant details. The organisation will not usually action anonymous complaints.

  • Attempt to resolve customer complaints during the first stage.

  • If complaints cannot be resolved, escalate the complaint to a supervisor or manager.

  • Acknowledge that staff members have the right to be protected from unreasonable and abusive customers.


 

Escalated complaint
 

  • Staff are to fully brief the supervisor or manager about the complaint.

  • Management are to keep the customer informed of the steps being taken to resolve the escalated complaint.

  • Management are to attempt to resolve the escalated complaint promptly.

 

Complaint resolution
 

  • Management are to advise the customer of the outcome and explain the decisions clearly.
     

 

External resolution process

 

If a complaint cannot be resolved, customers may be advised to approach the Industry Ombudsman. PSA via the website https://psauthority.org.uk/


 

Responsibility and Review


This Customer Service Policy is the responsibility of the Management of Square1 Communications ltd. This policy was last updated march 10th 2022 this policy will be reviewed every 6 months or as required