Speakserve

Customer Service and Complaints Policy

Speakserve Ltd defines our standards of service on how we expect to behave and interact with customers. We value our customers and they drive our approach to our business strategy.

External Customers

  • We will talk to 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 touch base with our customers to update them as to where we are in the process
  • We will respond to website/call questions/requests within 24 hours during normal business hours

Internal Customers

  • We will interact with each other in a courteous and professional manner
  • We will touch base with our internal customers daily, either by e-mail or phone, to update them as to where we are in the process
  • We will work to resolve issues with co-workers and other departments by discussing problems directly and working towards agreed upon solutions
  • We will be considerate, cooperative and helpful to every staff member 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 identify ourselves when we answer
  • 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 and extension number 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

Voice Mail

  • We will respond to voice mails within 24 hours during normal business hours

E-mail

  • We will respond to e-mails within 24 hours 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).

Complaints

Speakserve Ltd takes all complaints very seriously:

  • We will look to resolve the complaint/problem immediately, and if we can’t we will let the customer know the next steps and timescales
  • We will be polite, courteous and sympathetic to all customers that have a complaint
  • We will listen to the customer and give them the time and space to tell us their grievance
  • We will analyse the complaint to ensure policies and procedures are reviewed to ensure it does not happen again

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 and communicate in a professional manner.