Customer Service Statement

Our Customer Service Statement outlines how we will interact with any personnel who we deal with in the normal course of our business.

Lates Update 26 Oct 2019

Our Customer Service Statement outlines how we will interact with any personnel who we deal with in the normal course of our business.

External Customers

  • We will greet our customers in a courteous and professional manner
  • We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them. We will keep our customers informed of unexpected delays in service
  • We will inform our customers of normal process time, when they can expect completion and any delays that may arise in the process
  • We will touch base with our customers to update them as to where we are in the process
  • We will respond to website questions/requests within 3 working days during normal business hours
  • We will respond to applicants (employee/volunteer) within 3 working days of normal process time to let them know when they can expect completion and any delays that may arise in the process
  • We will finish our encounters with our customers in a courteous and professional way

Colleagues

  • We will interact with each other in a courteous and professional manner
  • We will inform our Colleagues of normal process time, when they can expect completion and any delays that may arise in the process
  • We will touch base with our colleagues when appropriate, either by e-mail or phone, to update them as to where we are in the process
  • We will work to resolve issues with colleagues by discussing problems directly and working toward agreed upon solutions
  • We will be considerate, cooperative and helpful to colleagues to assure quality services
  • We will hold ourselves and each other accountable for addressing inappropriate comments and behaviour

Telephone Etiquette

  • When at our desks, we will answer the phone within two rings
  • We will listen to the caller’s request and assist the caller accordingly
  • If we cannot assist the caller, we will direct the call to the appropriate person. Before transferring the call, we will obtain the caller’s permission and provide the caller with the name of the person who will be helping the caller
  • We will obtain the caller’s permission before placing the call “on hold” by asking and waiting for a response before initiating the hold function
  • We will end the conversation in a courteous and professional way by thanking the caller. We will wait for the caller to hang up first
  • We will notify our customers that someone is unavailable by saying, “He/She is unavailable. Is this an urgent issue or may I take a message?”

Answering Service Messages

  • We will respond to Answering Service Messages within 3 working days during normal business hours
  • In the unlikely event that a message may take longer to respond to, callers will be advised of this fact by the answering service

Email

  • We will respond to e-mails within 5 working days during normal business hours
  • We will update our e-mail notification message when we will be out of the office for an extended period of time (full day or more). We will indicate our expected return date and indicate a contact person (if applicable)

General

  • We will make our goal to exceed the expectations of all of our customer groups
  • We will work to anticipate the needs of those we serve by proactively working to meet their needs
  • We will hold ourselves and each other accountable for our service commitment
  • We will be conscious of our communication style (i.e. audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner
  • We will make a conscious effort to compliment colleagues when their actions comply with these standards