Customer Care Policy
Asbestos Abatement Services Ltd
Unit 1, North Street
Walsall
WS2 8AU
Further information and advice on this policy can be obtained from Gerard Maguire
Tel: 01922 644712 Fax: 01922 474615 e-mail: gtm@asbestosonline.co.uk
Approved by: Gerard Maguire Date Reviewed: March 2009
Managing Director
1.0 Introduction
- Asbestos Abatement Services are aware that the Company can only succeed if our customers succeed. We are therefore committed to building genuine, lasting relationships with our clients to achieve mutually agreed objectives. To underline this policy Asbestos Abatement Services makes 6 key commitments to its customers:
- To be fair and reasonable at all times
- To always deal honestly and openly
- To offer a high standard of service and professionalism
- To measure the satisfaction of our customers with our services and to take steps to improve areas which customers are not happy with
- Make our services available to customers in a way that matches their requirements, including those with differing or special needs
- To train all our staff in Customer Care procedures
- To handle Customer Complaints in a structured procedure to bring about a resolution to any problems with a specified time frame
2.0 General Operative Code of Conduct
2.01 Operatives are expected to be polite, co-operative and helpful. Under no circumstances should racist, sexist, abusive or foul language be used and no behaviour must be offend or intimidate.
2.02 Operatives will not use the telephone or any item of equipment belonging to the client
2.03 Smoking on any site is expressly prohibited, unless there are designated smoking areas
2.04 All operatives and staff must only use the facilities provided by the Company and under no circumstances those of the client, unless permission is granted.
2.05 In the event of a dispute developing between an operative and a client, operatives should try to bring the conversation to a polite conclusion by informing the person they can complain to a more senior level in the company. Incidents of this nature will always be reported to your supervisor.
2.06 For safety as well as consideration of appropriate behaviour, the consumption of alcohol during the working day is forbidden.
2.07 Operatives must always endeavour to complete the required work in an efficient and timely manner in accordance with the method statements provided.
3.0 Additional Rules for Operatives in occupied residential properties
3.01 Operatives will wear clearly visible identifying badges at all times outside of the asbestos working areas and will present them to the resident before starting work.
3.02 Operatives will always inform residents of the following
• When they wish access to the premises and obtain their agreement
• Estimate of how long the work will take
• Description of the work that has to be done and any restrictions on their access to areas within the property while the work is being done
• If it is necessary to change the date or times of an appointment for any reason, ensure the occupant is aware of the situation and re-arrange the appointment.
3.03 Operatives must always use clean dustsheets in residential occupied premises, when moving heavy storage radiators. If furniture has to be moved, it should only be moved with the residents consent and should be replaced after the work is completed
3.04 Use of radio/cassettes is prohibited.
3.05 The premises must be left clean and tidy and on completion a Works Completion Form must be signed by the occupant to confirm the work has been done and that we have caused no damage. If damage does occur then it should be noted on the form for us to rectify. This procedure should be clearly explained to the resident so they are aware of what they are signing.
3.06 Operatives are expected to remain neat and tidy in their appearance. General non asbestos working without shirts or in singlet type vests is expressly forbidden when working in occupied premises. Similarly the wearing of shorts or cut down trousers is discouraged. Correct PPE must be worn at all times when working with asbestos materials as specified in the relevant method statement
3.07 Whilst working in premises during a resident’s absence, operatives will never leave without ensuring it has been properly secured.
4.0 Communications
4.01 Every communication with the client/customer/occupant is a chance to impress or to disappoint
4.02 All staff receive in house training for telephone use. This is provided on recruitment of new employees then observed and updated annually, or as and when necessary. The following areas are covered within this training:
- Answering the call within 5 rings
- Answer – Asbestos Abatement Services, how may I help you?
- Ensuring that the caller is transferred to the right person without delay
- If nobody is available, apologise and take a detailed message which is to be passed on as soon as possible
- Always be polite and upbeat in the conversation
4.03 Reply quickly to letters, faxes, emails and out-of-hours messages.
4.04 Provide information immediately, or let clients know when they can expect it.
4.05 Stick to what you have promised the client without fail
4.06 Make it obvious to the clients by your written or verbal communications that you are doing all you can to meet their requirements
4.07 Try to build up personal relationships to assist in good communication and enhance our customer care aims
4.08 Always advise the client of any changes in plans or arrangements and keep them up to date with our actions
4.09 Give unbiased, realistic advice. Nothing builds trust more effectively
4.10 Keep in touch with the client after contracts have finished in case of any outstanding issues and to maintain the relationship
5.0 Monitoring Customer Satisfaction
5.01 We actively monitor customer satisfaction by sending out Customer Satisfaction Forms after every contract is complete. The forms which are returned are scored and reviewed at Management meetings under the ISO9001 standard
5.02 A substantial amount of our work is in occupied dwellings and we recognise that good customer relations in these particular circumstances are a fundamental requirement for both the efficient completion of the work and providing customer satisfaction, and we must to do all in our power to achieve this aim.
5.03 Review of Customer Satisfaction is made at the Management meetings and plans for any improvements identified and actioned by the Managing Director by way of written notifications to staff, verbal discussion and instruction and incorporation into the Customer Care Policy when reviewed.
6.0 Complaints Procedure
6.01 Complaints are to be taken very seriously and every effort should be made to resolve the complaint with 3 working days in any case it must be resolved to the customers satisfaction within a maximum of 10 working days
6.02 On receipt of an official complaint whether it is in writing or has been verbally received it must be recorded in the complaints log by the employee receiving it and given a specific reference which must appear on all correspondence.
6.03 A Customer Complaint Form is to be completed and a Director is to be advised immediately so that they can take appropriate action
6.04 Once a complaint has been recorded, speed of response is essential. An initial assessment of the complaint should be conducted by a director within 24 hours of receipt and appropriate response taken, this may be as follows:
- Immediate action to address the complaint
- A letter acknowledging receipt of the complaint and an outline action plan
- A letter referring the customer to the appropriate party for further action, if not related to our work
- A letter advising the customer of our review and dismissal of the complaint.
- Where the complaint involves a third party such as “Warmfront” or one of the Decent Homes Projects they are to be copied into any responses.
6.05 The customer should also be advised which Director of the Company will be handling the complaint and their contact details included in any of the responses detailed above.
6.06 All actions taken are to be logged and dated on the Customer Complaints Form. The form, the complaint itself and the actions taken are then to be reviewed at Management Meetings.
6.07 All correspondence relating to the complaint should be kept with the Complaints Log
6.08 In severe circumstances where either the complaint results in a dispute or does not get resolved within 10 days, an independent arbitrator should be sought, which is acceptable to both parties, to resolve the issues.
To download our Customer Care Policy click here.
