Customer Charter

Customer Care Charter

We aim to improve the quality of life for local people by delivering high quality services and allowing them to remain at home for longer, offering services to manage there home environment with the emphasis on safety at all times.  Our customers should feel safe at home and know that there home is secure while they are away. We this aim we follow this by Putting People First our customer care charter.

The charter sets out our response policy for contact with us by telephone, email, letter or in person.

Our putting people first customer care charter

Lairds Of Troon aim to provide the following to our customers:-

  • Provide the services in a professional and prompt manner
  • Be polite, helpful, open and honest in all your dealings with customers.
  • The customers home will be left clean and tidy tfter work has been carried out.
  • Provide lour customers with clear information about our products and services.
  • Provide access to further resources should our customers require further assistance e.g. details of other contacts, websites, e-mails that they may find useful

If we are contacted by telephone we will:

  • Answer the call within five rings.
  • Try to deal with the enquiry within one working day.

If we are contacted by letter, fax, or email contacts we will

  • Acknowledge emails within 24 hours.
  • Reply to letters, faxes and emails within 10 working days.
  • Be clear and use plain language.

If we arrange a meeting with you we will:

  • Welcome you on arrival.
  • Be prompt and keep any delays down to a maximum of 10 minutes.
  • Offer refreshments tea/coffee biscuits etc.
  • Exceed, rather than simply meet, demands: work to solve problems, suggest additional services.
  • Ensure satisfaction: we will ensure that your enquiry has been answered in full and if appropriate follow up any unanswered enquiries within 2 working days.
  • Provide you will any necessary documentation or information you may require
  • Deal with your enquiry in an open and honest fashion
  • We will not hard sell.

If we visit a client in his or her own we will:

  • Be prompt and keep delays down to a maximum of 10 minutes.
  • Show your identification badge on arrival.
  • Clarify details: ask effective questions, get all the details, give out all the essential information clearly
  • Exceed, rather than simply meet, demands: work to solve problems, suggest additional services
  • Ensure satisfaction: we will ensure that your enquiry has been answered in full and if appropriate follow up any unanswered enquiries within 2 working days.
  • Provide you will any necessary documentation or information you may require
  • Deal with your enquiry in an open and honest fashion
  • We will not hard sell.

We may ask for feedback to allow us to improve our service to you and this will be used in the strictest of confidence.

 

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