Customer Care Charter

 

Seward Accident Repair Centres desire all their customers to be happy with the service they receive. We want customers to help us deliver on our main objectives and to fulfil our mission statement:

 

“To work together with our customers and partners to deliver exemplary levels of service to all customers without differentiation”

 

What are our Customer Care Standards?

 

All staff should apply our Customer Care Standards.

Every time a Customer makes contact with us, or we make contact with them, we should apply these principles.

 

In GENERAL we will:

 

Be polite, courteous and respectful to all our customers.

Treat our customers according to their needs.

Listen and do our best to help customers.

Aim to get queries right first time.

Not accept abusive or aggressive behaviour towards staff

 

In our OFFICES we will:

 

Display our office opening times outside all offices.

Give an emergency recovery contact number for when we are closed.

Have staff whom are helpful and knowledgeable to advise customers.

Make sure that our offices are welcoming.

Provide a private room so customers can speak to staff in confidence.

 

On the TELEPHONE we will:

 

Aim to answer the telephone within 5 rings.

Be polite and courteous

Aim to respond to telephone messages within 2 hours.

Give our names when we answer the telephone

Take messages for colleagues who are not in.

Provide customers with updates every 3 days if requested.

 

When responding to CORRESPONDENCE we will:

 

Acknowledge letters within 5 working days.

Aim to resolve complaints within 10 working days or explain why we cannot do this.

Follow up suggestions and use them where we can.

Monitor complaints and learn from our mistakes.

 

If you book an APPOINTMENT we will:

 

Make an appointment for you when you request one.

Aim to make appointments at times that suit you.

Tell you as early as possible if we cannot keep an appointment.

Arrange for a home visit if you want one.

 

WHEN YOU COME TO SEE US we will:

 

Aim to see you within 5 minutes if you have an appointment.

Aim to see you within 15 minutes if you do not have an appointment

 

WHEN WE VISIT YOU AT HOME we will:

 

Be on time, or if we are running late telephone to let you know.

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