The purpose of this customer service policy is to establish a clear cut line of communication and behavior standards for employees of TI-style. This Policy contains guidelines and rules for every employee of TI-style is expected to follow. Failure to abide by these guidelines will result in disciplinary
action including termination.
This Policy applies to all employees of TI-style when dealing with customers.
POLICY STATEMENT., STANDARDS OF CUSTOMER SERVICE..
All Employees of TI-Style must practice the following:
LISTEN to the customers, let them explain the problem without interruptions.
Go beyond what is expected to rectify the problem.
Treat the customer with respect and courtesy, treat them like you would want to be treated yourself.
Communicating with the customers properly about their experience and communicate to them on a personal level, put your self in the customers position.
It is the job of the employee to inform the customer exactly how long it will take to rectify the problem.
Be honest and open to exactly how the problem/ complaint is going to be resolved. If there any delays you need to relay to the customer at a timely manner and do everything you can to mitigate that problem.
CUSTOMER SERVICE TRAINING
TI-Style implements a training program on customer service and communication Skills once a year that every employee has to attend. This program aims to sharpen up the communication skills and that they are in sink with the companies’ vision, mission and core values.
Customers should be followed up on there experience they have had with TI-style, this is usually done through an email directed at the customer asking for there feedback.
FEEDBACK AND SUGGESTIONS
Feed back and suggestions are one of the Pillars of any business and TI-style is no different. We consider feedback and suggestions as a stepping stone to improve our own products and services. Therefore complaints and suggestions are encouraged from customers respectfully. We can’t give the perfect
experience without them.
The employees performance will be monitored to see if they are in accordance with this policy. The results of this monitoring will be relayed to employees on a personal level in a meeting. Managers are also encouraged to come up with innovative methods to monitor performance.
MONITORING THIS POLICIES PERFORMANCE
The HR dept of TI-Style will be responsible for measuring the effectiveness of this policy. Should there performance yield positive results, then this policy will serve as the standard of behavior for the company from then on.