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Companies should demonstrate courtesy, by staff:
- wearing name badges so you can identify them;
- Introducing themselves to you by name on each contact.
- Always demonstrating good manners to you;
- Keeping any promises made to you; and,
- Not pressuring you to spend money with them.
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Companies should demonstrate helpfulness, by staff:
- Working to help you get what you want;
- Operating services to suit your convenience; and,
- Providing services equally to you and other customers
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Companies should demonstrate consultation, by staff:
- Asking you for your views about services offered; and,
- Asking you what you think they should do differently to improve their services.
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Companies should demonstrate information provision, by staff:
- Letting you know what they can do for you;
- Letting you know what rules you need to comply with to be their customer;
- Providing full, accurate information in plain language to help you understand about how their services operate;
- Demonstrating excellent product knowledge to you;
- Demonstrating excellent knowledge to you, about service processes.
- Clearly and simply stating costs and charges so that you can understand them; and,
- Keeping to the costs and charges that they advertise.
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Companies should demonstrate being upfront and honesty, by staff
- Being honest if they cannot meet your expectations;
- Keeping you informed of any changes to promises about service delivery;
- Keeping you informed of any changes to promises about cost of service/s or product/s;
- Informing you early if there are any “hidden” costs; and,
- Keeping you informed about who is in charge of service delivery.
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Companies should demonstrate offering choice, by staff:
- Offering you choice about how you can receive the product/s you want to purchase.
- Offering you choice about how you can receive the service/s you require.
- Offering you choice about how you can pay (for the service or product); and,
- Offering you choice wherever possible.
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Companies should demonstrate high standards of service, by staff:
- Using language to help you understand about their services;
- Using clear, simple language in all their written material, that is easy for you to understand;
- Providing clear information in a range of languages for your information; and,
- Meeting the high standards of service that they advertise they provide.
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| There are three standards for this rule. They are: |
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Standard 1 - Be open and available at customers’ convenience
Companies should demonstrate these specific high standards of service, by staff:
- Making it clear to you the maximum time you should have to wait for any service - and meeting those times;
- Responding promptly to all your telephone calls and contacts;
- Setting specific appointments for you where relevant;
- Apologising if you are kept waiting;
- Filling your orders promptly;
- Following all your instructions accurately;
- Removing pointless and extraneous tasks from all their service processes that you experience;
- Being fully open for business with all business services available at the times they advertise;
- Being available for you to make a complaint if you wish to;
- Providing a variety of ways for you to pay for services and products;
- Having a single, named individual responsible for ensuring you receive all the help you need; and,
- Having effective tracking systems to ensure they know all they need to know about you so you only have to make a request once
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Standard 2 - Deal willingly and positively with anything that goes wrong
- Responding positively when mistakes are made or services do not meet the standards you expect (and they advertise); and,
- Having swift, effective and easy-to-use ways of putting things right when they go wrong for you.
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Standard 3 - Communicate effectively
- Communicating clearly and effectively to you so that you are able to easily find out everything you want to know about their products and services;
- Communicating all important information in writing to you;
- Asking you what you think of the services you use; and,
- Asking you what you think they should improve.
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Companies should demonstrate value for money by:
- Delivering efficient and economical services within the resources they can afford.
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Companies should demonstrate “putting things right”, by staff:
- Apologising immediately when things go wrong;
- Giving you a full explanation of why things went wrong;
- Agreeing to fix any problem immediately when they go wrong;
- Immediately fixing things that go wrong so that you do not have to take your complaint to a higher level;
- Making it easy for you to find out how to complain to them; and,
- Having a complaints process which is easy-to-use.
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| ©2009 Jillian Mercer Consulting P/L |
