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Our Standards Of Service
Friendly and enthusiastic staff will always aim to:
- Be courteous, considerate, impartial and helpful at all times.
- Answer all queries accurately and comprehensively.
- Attend to visitors at reception within 10 minutes, if already with a customer, give an indication to others waiting, how long the query may take.
- Wear label badges indicating name and language spoken. Use agreed greeting on answering calls within 10 seconds.
- Provide telephone answering machine message service during non office hours.
- Respond to or acknowledge letters or faxes within 3 working days, providing the name of staff member dealing with the enquiry.
- Emails to be acknowledged the same day.
- Make available comment/complaints slips at all times.
- Maintain an attractive orderly and safe environment, for customers and colleagues, which is fully accessible to able and disabled bodies.
- Respect customers' needs for privacy and confidentiality.
