This policy is a statement of Sapphire Management Services’ commitment to customer care. This policy is designed to help Sapphire managers and employees increase awareness of their Customer Care responsibilities and incorporate practices that become integrated in the day-to-day work/management activities. It will also assist in the development of improved customer and business relationship management. It aims to implement and promote:
Develop customer care standards across all service delivery areas.
Measure, monitor and improve the quality of services delivered.
Obtain customer feedback on the levels of service delivered.
Ensure the appropriate level of skills, knowledge and awareness is applied by staff.
MANAGING DIRECTOR: Promote, maintain and monitor the performance of the organisation's Customer Care policy and supporting procedures. Appropriate levels of resources will be available to ensure the policy is implemented and enforced to deliver and improve service delivery levels. MANAGERS: Implement and monitor compliance of the organisation's Customer Care policy and supporting procedures designed to achieve and maintain customer care standards. Take opportunities to promote good practice and develop activities as well as identify and address potential or actual issues.
Good practice will also focus on:
Raising awareness though activities at work: Dealing with customers, meeting customer expectations, etc.
Developing and improving levels of communication: documenting business review meetings, obtaining customer feedback on the levels of service delivered, responding to customer enquiries, maintaining website, etc.
Managing customer complaints: responding promptly to any service delivery complaints and use as opportunities to review and make improvements to the areas identified
Training: Investigating and coordinating training and development requirements for staff EMPLOYEES: Follow defined customer care policy and supporting procedures. Assisting and contributing to the identification, delivery and application of Customer Care principles.
Signed: - Keith Batchelor Managing Director Issued 20/11/08
Trading Address: Sapphire Management Services UK Ltd, 43 Waterside, Dickens Heath, Solihull, West Midlands, B90 1UE
Registered Address: 1 Franchise Street, Kidderminster, DY11 6RE Company Reg No. 5986558 Registered in England and Wales