The foundation for delivering quality services and projecting a good image is to adopt standards that will form a baseline for an approach to delivering professional customer care.
We aim to meet your needs with efficiency, effectiveness, fairness and courtesy:
- Be attentive, polite and courteous.
- Be honest and fair in dealing with customers.
- Ensure that all published information is correct.
- Respond quickly to requests for information.
- Record, monitor and publish complaints and compliments.
- Explain our services and keep the public informed of what is happening.
- Ensure complaints are dealt with openly and fairly.
- Actively seek the views of customers and staff.
- Consult and survey customers on a regular basis.
- Review our customer and staff care commitments.
- Share good practice.
- Providing a friendly service, showing respect and sensitivity.
- Treating you fairly – demonstrating our commitment to equality and diversity.
- Recognizing and responding to your particular needs.
- Dealing with your requests and enquiries accurately, promptly and efficiently.
- Respecting your confidentiality.
- Making effective referrals to other teams or departments.
- Offering an explanation if we can’t answer your request /enquiry.
- Establishing service standards and monitoring our performance.
- Continuing to develop our teams’ expertise and skills.
- Welcoming your feedback.
- We want a pleasant and safe environment at all our service points.
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