Planet
Mobility
Customer Service Policy
The Planet Mobility customer service
strives to offer every customer a excellent customer service
experience, which includes a quality and welcoming intereaction and
a collection that is varied and current. Successful customer service
connects customers to what they need, but also leaves them satisfied
and happy and eager to return again.
The Planet
Mobility staff provides friendly, efficient and accurate service to
all customers at all times. We reinforce this by holding our staff
completely responsible in the event this service is not ultimately
met.
The Customer Service Policy of the Planet
Mobility is the foundation for all staff interactions with the
general public. All other principles outlined below:
Planet Mobility does not discriminate and
offers the same quality of service to all regardless of age, race,
sex, nationality, educational background, physical limitations or
any other criteria.
Customers are to be treated politely,
promptly, and with helpful attention.
Judgment calls are
to be made in the customer's favor. If a mistake is made, it should
always be to the customers advantage.
We trust our
customers unless the individual history of a customer has shown us
they are not trustworthy.
If a staff member is unable to comply with
a request the customer will be offered an alternative.
Don't say "I don't know." Try not to let
anyone of our customers without following through on every possible
avenue for answering the request.
Staff members are
familiar with the products and services and are able to articulate
them and to explain the information related to them.
FRIENDLY, HELPFUL
MANNER
The manner in which a person looks,
speaks, and acts conveys an attitude, just as the tone of voice and
choice of words affect a message.
It is imperative
that every staff/customer interaction be a positive one for the
customer. A friendly, helpful manner usually ensures a positive
experience even when the message conveyed is not a pleasant one and
will ensure that the customer will walk away feeling that their
experience with the company has been a positive one.
Each staff member, while at work, is a
representative of Planet Mobility. The impression made on the
customer profoundly affects the companies image and on-going
support.
CONFIDENTIALITY
All interactions
and transactions between a customer and Planet Mobility will be
considered confidential and will be discussed only in a professional
context. (Such matters include, but are not limited to, registration
information, materials selection, loan transaction records,
reference questions, etc.). Staff should remember that discussion
are always confidential.
STAFF PROCEDURES
AND INSTRUCTIONS
1. Be punctual.
Service commences at the advertised hour we open and full service is
available until the hour the company closes. Phones should be
answered and workstations manned when the opens punctually at 10:30
Eastern and closes at 6:30 Eastern Standard Time.
2. Answer the phone in a pleasant manner,
using a greeting, identifying the company and yourself and offering
help. "Good morning" and "May I help you?" goes a long way.
4 Greet the customer. If you know their
name use it when greeting the customer. Acknowledge a customer's
presence by giving them our full attention at all times. If you are
busy with another customer, acknowledge the customer who is waiting
and explain that you will help the new customer as soon as you can.
5. Conduct transactions in a helpful,
pleasant tone of voice. Keep any impatience, annoyance or
implication of ignorance from your voice.
6. Use plain language when speaking to
customers.
7. When there is an incident of
unacceptable customer behavior document it by filling out an
Incident Report form.
8. When a customer
complains, refer the customer to the manager. When appropriate
suggest that they put their complaint in writing.
9. If there will be a lapse of time before
you can obtain information for a customer, tell the customer you
will call them. Don't tell the customer to call you.
Planet Mobility Customer Services. Board
Approved 07/01/2010
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