L T Chanter , Garden care and maintenance

Customer Care Policy 2008

L T Chanter , Garden care and maintenance aims to set clear standards of service and to regularly review and improve performance.

Our resources will be used effectively and efficiently in order to provide the highest standard of service to our clients.

L T Chanter , Garden care and maintenance will openly provide clear information about its services, which will be easily accessible to everyone who needs them. All enquiries and complaints will be dealt with in a prompt manner.

Present and Potential users of L T Chanter , Garden care and maintenance will be consulted with, and their views will be used to continually improve the service provided.

Six Standards for Customer Care

1. Responding to correspondence

We will answer all correspondence - including letters and emails – in a fast and clear manner:

Target:

· To answer all correspondence within 10 working days

· Return documents within the requested time scales

· Or inform the recipient of the delays

2. Appointments

WE will see people punctually when an appointment has been made. If no appointment has been made, L T Chanter , Garden care and maintenance will endeavor to see people as promptly as is reasonably possible.

Target:

· To see people within 10 minutes of any appointment that has been made

· Maximum length of time a person without an appointment time should have to wait before they are seen is 15 minutes, or 30 minutes at busy times.

3. Completion of contracted services

We will aim to complete or better the targets agreed jointly to the client's satisfaction.

Target:

· To always attempt to exceed the expectation of our clients in both quality and cost.

4. Answering telephone calls

We will answer telephone calls in a fast and helpful manner.

5. Information

We will provide clear and straightforward information about its services, both in writing or verbally, (whichever is requested).

6. Complaints procedures

L T Chanter , Garden care and maintenance will review and investigate all complaints for the service it provides, and promptly deal with any complaints received.

Target:

· To have zero complaints

· To deal with any complaints within 5 working days.

L T Chanter , Garden care and maintenance will be polite and courteous at all times, to customers, their families and friends, and any visitors present.

Yours sincerely

LT Chanter

Contracts Manager

Download as MS word document for your Records

Contractors code of conduct and procedure policy.

General

Treat all clients with courtesy and respect at all times.

Deal with all enquiries as quickly as possible.

Never use foul or abusive language or threatening behaviour, even if you consider yourself to be provoked.

Dress code

Contractors are required to wear an appropriate form of clothing which is neat and tidy in appearance.

Where necessary, the required safety clothing must be worn.

Before starting work at a client's property

Explain to the client the nature of the work that is to be carried out.

Check that this agrees with the work the client expects to be done.

Explain to the client how long the work will take and ,ask if you can leave materials and tools in a particular place, checking they will not cause inconvenience to the client whilst you are working.

Care of property

Care is to taken to not damage any part of the clients buildings, belongings or vehicles. In the event of any such damage, the contractor will be honest, and tell the client, and immediately inform the insurance company, unless the damage can be put right on the spot.

Ensure that all rubbish is removed. If rubbish cannot be removed make sure it is put in a safe place, with the agreement of the client, and that a collection time is agreed.

Conduct whilst on a client's property

Smoking, eating, drinking and playing radios is not allowed unless permission has been granted by the client.

Alcoholic drinks are not allowed at any time under any circumstances.

Unless the client has granted permission, the use of their telephone or electricity is not permitted

Leaving and returning to a property

You must inform the client when leaving the property and on return to the property. This includes leaving the property to collect materials or to obtain further instructions. Advise the client of:-

•  Approximately when you will be returning to complete the work.

•  Why you are leaving the property before the work is completed e.g. I am going to collect materials.

Preparing to work in a client's home

Before you start to do the work, you must move any ornaments, planters or property etc, from the place of work, so as to ensure damage to the items is not caused.

The client may have arranged for this to be done before your arrival at the property.

Do not move any delicate or valuable looking items without the client's express permission.

Insurance claims

Accidents can and will happen. You can help improve the investigation process of the insurance company by following the procedure laid down below:

•  Advise the client that you will be reporting the accident to the insurance company.

•  Try and minimise the mess or damage e.g. clean up any mess from the site.

•  Record as much information as possible regarding the damage and how it occurred.

On completion of the job

Ensure that all works are complete to a satisfactory standard.

Remove all surplus material, equipment and rubbish, leaving the area of work clean and tidy.

Inform the client that the work is complete.

If an item of work needs to be left for a while before using, ensure that before you leave, any protection or notice is in place and that an explanation is given to the client e.g. If possible,do not walk on the newly laid lawn area for aproxamately two to four weeks.

Under no circumstances should you cause offence, inconvenience or personal harassment to a client. This includes unkind, embarrassing, and inflammatory or damaging words or gestures. Respect and sensitivity should be shown for all clients, their relatives, friends and visitors and their property. Treat them as you would expect to be treated in your own home.

Above all, you must ensure complete satisfaction by the client, and offer the chance of any final comments, before you politely say farewell.

Yours sincerly

LT Chanter

Contracts Manager

Download as MS word document for your Records

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