Customer Service Policy

UNDERSTANDING AND ANTICIPATING CUSTOMER NEEDS

• We take active steps to help our customers define their requirements.
• We work in partnership with our customers, adapting our service to meeting their needs where possible
• We always try to see the customer's point of view and respect his/her attitudes and feelings
• We regularly ask customers for their feedback through informal and formal schemes and take appropriate action to address any problems.
• We are proactive and work to anticipate customer requirements, always offering assistance before the customer asks
• We take ownership of queries in the absence of colleagues to assist the customer
• We treat our customer with respect and courtesy at all times and can be relied upon for confidentiality and discretion

• We operate a “no problem” mentality at all times and are willing to go that extra mile to enhance client expectations
• Everyone in the team is clear about what is expected of them and attend regular training to enhance their skills
• Any negative customer feedback is responded to quickly and professionally, and analysed as opportunities for improvement
• We always endeavour to do things correctly first time, on time, every time
• We maintain consistent service standards
• We are committed to the idea of continuous review and improvement of customer service.

• We are totally committed to providing a quality service.
• We achieve success by understanding the needs of customers and satisfying those needs with the support of our suppliers.