Selima Customer Care Code March Customer Care Code. Selima Limited. March Form No: P112 Issue No: 1 Date: 03/13 DC1

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1 Customer Care Code Selima Limited

2 Table of Contents Our Commitment 3 Serving our Customers in Person 3 Serving our Customers on the Telephone 4 Serving our Customers in Writing 4 Serving our Customers in their Home or Business 5 Dealing with Complaints 5 Supporting Equality and Diversity 6

3 Our Commitment We are committed to providing quality services, which are delivered with care and expertise to meet the needs of our customers. We will put our customers first by: Listening to what customers have to say Seeing what needs doing Responding to customer needs Working with our customers We aim to: Deliver what we promise Be recognised by a strong and effective Customer Care policy Build the company s service culture to meet the targets set in our Service Level Agreement Be accessible Be adaptable and flexible to meet changing needs Help our customers to meet their aims and objectives Serving our customers in person We will always: Be helpful and courteous Listen carefully and ask open questions to quickly establish what is required Keep our promises

4 Serving our customers on the telephone When answering the telephone we aim to: Answer within a maximum of 15 seconds, which is approximately three rings Answer in a welcoming and friendly manner and provide our name Handle the call effectively by not keeping the caller waiting. If it is not possible for us to take a call, we will explain why, take the name and number of the caller and offer to ring back as soon as is conveniently possible for both parties Listen actively and repeat back the customer's enquiry to ensure we have fully understood Ensure the details of the telephone call are recorded If we cannot help, we will take a clear message and agree an approximate time when a colleague can call back Before transferring a call, we will explain that the line will go quiet for several seconds whilst our member of staff reports the nature of the call to their colleague. A call will not be transferred to someone who cannot help the caller. Serving our customers in writing Letters When corresponding we aim to: Acknowledge all correspondence within three working days of receipt Respond within ten working days of date of acknowledgment. If this is not possible, we will write to explain why and indicate when the full response will follow Record all correspondence s When corresponding we aim to: Respond to all enquiries within one working day If it is not feasible to reply immediately, we will acknowledge within one working day and send a full reply within the next ten working days. If we need longer, we will write to explain why and indicate when the response will follow

5 Record all incoming support communications, giving each a unique reference number which will be used to record and track the initial enquiries and subsequent service replies. Publish our performance information Serving our customers at their business location When arriving at a customer's business location, we will explain who we are and the purpose of our visit. If during the visit the customer asks a question that we are unable to answer, we will either give the name of someone who will be able to help, or take the information, find the answer inform the customer. If we promise to do something we will do it! If there is likely to be a delay, we will make sure the customer is kept informed. Dealing with complaints We will: Be attentive and well mannered Be receptive to each individual's needs Inform the customer of the complaints procedure Establish and record the details of the complaint Seek to resolve the complaint at the earliest opportunity

6 Supporting Equality and Diversity Selima is committed to meeting the varied needs and circumstances of its customers, ensuring that its services are appropriate to all without discrimination. As part of its commitment to treat everyone as they wish to be treated, it has trained key front line employees to enable them to provide an effective service. For further advice on Customer Care, or for details of the official complaints procedure, please contact: Wayne Blakemore Managing Director Selima Unit 7 Europa View Sheffield Business Park Sheffield S9 1XH Tel: [email protected]