Customer Service Policy
Customer service is a top priority of Trans2 Performance (T2). All clients of potential clients will be treated promptly, professionally and respectfully.
Staff will:
treat all customers with respect and courtesy
listen to what customers have to say
personalise the service to the needs and circumstances of each customer where practical
always do what they say they are going to do, or update the appropriate person if things change, offering an explanation for the change
respond to enquiries promptly and efficiently
consult customers about their service needs
Standards of Customer Service
Customers should be advised how long a service will take to achieve the expected outcomes. If a delay occurs, the customer will be advised and staff will take action to overcome any possible delays.
When answering a telephone call, staff staff will remain polite at all times and assist the caller where possible. Staff will aim to answer the telephone within three rings if they are available to take the call. If staff are able to answer an unattended ringing telephone they will do so and leave a message for the person concerned.
If staff are not able to answer a caller’s query immediately, they will take contact details and provide a response within two working days where the query is not of a complex nature. If more than two days is required, the caller should be kept informed of progress with their enquiry. In the case of enquiries for a named person not expected to be available within the following two days, then the customer should be advised of the expected timeframe and offered a suitable alternative contact where possible.
All staff are expected to adhere to T2’s Internet, Email and Communication Policy. All emails sent to us will be responded to within two working days. If a response is going to take longer than two working days to provide, the enquirer will be informed of progress and a realistic time scale set for resolution.
Face to face meetings
Where staff meet face to face with customers, they will greet customers immediately as they present themselves, or if the staff member is already engaged with a customer as soon as they are free. In line with Covid-19 guidelines and protocol, we have taken a number of steps to ensure you feel as comfortable and as safe as possible during your time on our premises
How we use your data
We need to collect some data from you, e.g. when you commission our services, receive training/ coaching, use our website or contact us. We will not use any data for marketing purposes without your consent and if we need to share your data with any third party partners we will inform you. Please see our Privacy Notice for more information on how we use your data.
Document Title:
Complaints Policy Issue Date: June 2021
Version Number: 1.0
Status: Approved
Next Review Date: June 2024
Contact us
claire.longthorn@trans2performance.com
Vittoria House, 48 Queen Street, Hull, HU1 1UU
Telephone: 01482 488060