Customer Care Policy

Bona Fide Mobile Ltd Customer Service Policy

Date of Last Revision: 01/03/23


Purpose

The Customer Service Policy is designed to ensure that all customers receive prompt, professional, and courteous service.


Scope

This policy applies to all customer service interactions, including but not limited to phone calls, emails, online contact forms, and in-person meetings.


Definitions

  • Customer – anyone who contacts our company for any reason
  • Customer service representative – any employee who interacts with customers
  • Manager – any employee who supervises customer service representatives
  • The Company – this organization
  • Customer service training manual – a guidebook for teaching customer service representatives about the policy of the company

Standards

All customer service representatives will adhere to the following standards when interacting with customers:

  • They will learn this policy as part of following the customer service training manual and be expected to abide by it at all times.
  • Customer service representatives are expected to be polite and professional when interacting with customers.
  • They should also strive to resolve any issue in a timely and effective manner.
  • Representatives should use clear, concise language and listen carefully to what the customer has to say.
  • Managers will be responsible for ensuring that customer service representatives are following this policy.
  • They will also be responsible for investigating any complaints about customer service representatives.

Policy

It is our goal to provide the best possible customer service to all of our clients. We want them to be satisfied with their experience at all times, which means providing a high level of consistent service.

We know that there will be times when things won't go as planned, but we promise to do everything we can to resolve any customer issues in a timely and efficient manner. To do this, we have established the following policy for interacting with customers.

  • Phone calls will be answered within 2 minutes.
  • All emails and online contact forms will be answered within 24 hours.
  • Customer service representatives will use a courteous and professional tone when interacting with customers.
  • They will also try to resolve any issue as quickly as possible.
  • If a customer service representative is unable to resolve an issue, they will escalate it to their manager.

Our Commitment to You

Thank you for reading this Customer Service Policy. We hope that as a customer, you will find our customer service representatives to be polite, professional, and helpful. Managers are responsible for ensuring that is the case, as well as handling issues that are escalated to them by customers or customer service representatives.


Customer Service Guidelines

As a team, we are committed to providing the best possible customer service. To do this, we have created Customer Service guidelines that outline our customer service philosophy and expectations.

The Customer Service Guidelines is a living document that will be updated as our team grows and changes. We encourage all team members to review the Customer Service Guidelines regularly, and to make suggestions on how we can improve.

We want to:

  • get to know our customers
  • understand our customers' needs
  • do everything we can to exceed our customers' expectations

To do so, we have to:

  • be professional and courteous when interacting with our customers
  • promptly respond to all customer inquiries and requests
  • keep our customers informed of any changes or updates that may affect them

Customer Interaction Standards

Customer interactions must be:

  • well-timed
  • professional
  • courteous
  • respectful of the customer's time
  • responsive to the customer's inquiries and requests
  • informative of any changes or updates that may affect customers

Our Service Principles

Our customer service team is committed to:

  • being polite to our customers and respecting their time
  • handling customer service inquiries on time
  • being patient and attentive when dealing with customers
  • using positive language when communicating with customers
  • keeping confidential information about our customers private
  • cooperating with other customer service representatives to ensure that each client receives the best service possible
  • resolving conflicts in a professional manner
  • adhering to the company policy
  • taking responsibility for our actions
  • using proper grammar and spelling when communicating with customers
  • being proactive in offering assistance and solutions to customers
  • thanking clients for their business
  • doing everything in our power to resolve any issues
  • making sure that every customer's experience is a positive one from start to finish

Complaint Handling Procedure

There will inevitably be occasions when a customer is dissatisfied with the service they have received. We aim to resolve all complaints as quickly as possible and to the customer's satisfaction. Our procedure for handling complaints is as follows:

  • All customer complaints must be logged by the receiving member of staff in a customer complaints form.
  • The customer complaints form must be passed to the customer service manager immediately.
  • The customer service manager will acknowledge receipt of the complaint in writing within 1 working day, enclosing a copy of this procedure. They will also investigate the complaint and decide on the appropriate course of action.
  • Where it is not possible to resolve the complaint within 3 working days, the customer service manager will write to the customer again, enclosing a copy of this procedure and giving an indication of when a full response can be expected.
  • The customer service manager will ensure that all complaints are resolved promptly and to the customer's satisfaction.
  • All customer complaints will be reviewed by the customer service manager on a regular basis.
  • Customer complaints will be used to identify any areas where improvements need to be made to our service.

If you have any questions about this procedure, please do not hesitate to contact the Customer Service Manager. Thank you for your cooperation.


Get in Touch

If you have any questions about this policy or wish to raise a concern, please contact us:

Telephone: 020 7112 2342 (Office Hours Monday - Friday 9am - 5pm GMT)

Email: [email protected]


Summary

  • This policy is subject to change at any time.
  • Date of Last Revision: 01/03/23