STAGING SERVICES LIMITED - CUSTOMER CARE POLICY 2020
OBJECTIVES
Staging Services are committed to providing a high-quality service to our customers. This guide explains our customer care policy and how we proactively strive to provide products and services in which our customers can have full confidence. We aim to carry out our Event Hire, Event Production Services and Theming Services whilst delivering service levels designed to satisfy our customers’ needs and expectations, to the highest standards of safety. We aim to set clear standards of service and to regularly review and improve performance. We operate in an ethical manner treating customers, employees and suppliers as we would like to be treated.
This guide sets out key aspects of our service and explains our strategy for achieving our service aims including:
Customer Experience
Accessibility
Customer Communication
Delivery
Technical Support
Environmental/Quality
Safety
Customer References
CUSTOMER EXPERIENCE
We aim to understand and measure your expectations in order to provide an enhanced customer experience.
Our aim is to:
Establish customer needs for products and services
Operate a continuous product and service portfolio management program to ensure products and services are designed, produced and delivered to meet our customer requirements efficiently
Provide customers with effective and innovative solutions to their problems
Facilitate a teamwork approach with customers to ensure expectations are realised
Provide communication links, processes, procedures and systems at all appropriate levels in order to maximise customer responsiveness and cooperation
Facilitate customer reviews to improve the quality and delivery of service with the aim of developing continuous improvement to all added value aspects of our service
Conduct regular surveys and welcome feedback whether positive or negative
Regularly review any suggestions to improve our service levels made by both our customers and our staff
Record and review all dissatisfactions raised in order to improve what we do, wherever possible
Deliver our customer services fairly, reasonably and without prejudice
Ensure our people will treat customers in a professional, courteous and helpful manner. Customers can expect us to respect their privacy and dignity. We are fully committed to treating people as individuals, providing equality of opportunity for all our employees and equal treatment for our customers
Value diversity which will enable us to realise the full potential of all our employees and help provide the best possible service to our full range of customers
Strongly promote customer focus within our entire organisation
ACCESSIBILITY
We provide a wide range of products and services and aim to deliver the best possible service to all our customers. We will strive to ensure that no customer is unable to use, or is disadvantaged in accessing, our products and services. We will consult regularly to review customer needs and requirements. We will act to avoid and eliminate discrimination against any customer.
Our office opening hours are as follows: Monday to Friday 08:30 hrs to 1700 hrs excluding Bank Holidays.
We measure and assess our accessibility by customer complaints, compliments and comments
We aim to improve our accessibility through:
Maintaining an accessible complaints procedure
Regularly reviewing the quality and delivery of information
Researching customer information needs
Using plain language for communication medium
Providing training for specific staff on accessibility
Continuing to develop methods of measuring customer satisfaction
CUSTOMER COMMUNICATION
We will set out information about our services clearly and simply so that all our customers can understand it. This includes information on how to complain or give feedback about our products and services. We will promote the use of plain language for communication medium. We will answer all correspondence including letters, faxes and emails in a professional, timely and efficient manner.
COMPLAINTS
We will investigate all customer complaints for the products and services we provide and promptly deal with any complaints received.
Our aim is to:
Strive for zero complaints
Issue an acknowledgement of complaints within one normal working day
Provide the minimum of a preliminary response to all correspondence relating to complaints within five working days of receipt by Staging Services Limited. If we cannot do this, we will write to the customer to explain why, the reason for the delay, what we are doing to overcome their complaint and inform them when they can expect a reply
Actively inform the customer of the progress relating to their complaint
Ensure the customer receives a total action plan and resolution should a complaint occur, through the Customer Complaints Procedure
Monitor complaint trends to endeavour to continually improve service levels and prevent similar complaints occurring in the future
RESPONDING TO CORRESPONDENCE
Our aim is to:
Endeavour to acknowledge non-emergency or safety related queries within one normal working day
Use email auto response when out of the office stating an alternative colleague contact details for urgent enquiries
Provide the minimum of a preliminary response to all written correspondence relating to enquiries/queries within five working days of receipt by Staging Services Limited. If we cannot do this, we will write to the customer to explain why, the reason for the delay and inform them when they can expect a reply
TELEPHONE
We will answer telephone calls quickly and helpfully. Staging Services Limited will aim to answer 80% of all telephone calls within 30 seconds during normal working hours – 08:30 hrs to 1700 hrs Monday to Friday excluding Bank Holidays for standard enquiries/queries.
For Emergency calls we operate a 24/7 call service. This is for emergency calls only relating to safety issues.
Our aim is to:
Introduce ourselves and the department in a professional and courteous manner
Accurately take all details of the enquiry/query and we will try to answer the enquiry straight away. If we cannot do so we will acknowledge receipt of the enquiry within one working day and let the customer know when to expect a full response.
At all times offer practical, clear and timely advice which is specific to the Customers’ needs and expectations
Transfer calls only when necessary and ensure the transfer is available to take the call to minimise the passing of the customer
APPOINTMENTS
Staging Services Limited endeavours to visit customers and companies interested by our services on a regular basis. Key objectives for these meetings are to establish opportunities to listen carefully to customers’ needs and views. Members of staff will see visitors punctually when an appointment has been made at the office or an external venue. All staff will approach visitors in a courteous manner.
DELIVERY
Staging Services Limited will endeavour to deliver products and services in a safe and timely manner.
Our aim is to:
Focus on service delivery to enable business targets to be met - Honour contractual agreements for delivery parameters
Endeavour to deliver all orders right first time and in full
Ensure when delivery dates are quoted, they are met and if any delays arise the customer is informed at the earliest opportunity
TECHNICAL SUPPORT
Staging Services Limited will ensure full technical support and product knowledge is available to support our products and services.
Our aim is to:
Ensure all relevant commercial, technical and safety detail is available for all standard products and services
Offer a complete and satisfactory maintenance programme for our equipment installed at customer sites
Deliver a continuous training programme for all products and services for all employees involved in customer facing/contact roles
Provide access to relevant technical and safety training to meet customer needs wherever possible
ENVIRONMENT
The principles of sustainable development have been at the heart of Staging Services corporate strategy for over 30 years.
Our aim is to:
Contribute towards preservation of the environment and natural resources, both in Group operations and at customer sites
Always continue to develop innovation and technological progress to guarantee the advancement of the company and its customers - being respectful of environmental impact
Maintain and continuously to develop a sustainable business operation
Preserve the environment
Continue to develop innovation for tomorrow
QUALITY
We will continually work to deliver services of the highest quality. We will work in close cooperation with all regulatory, legislative and governmental bodies to ensure complete compliance to all current legislation, regulation and industry best practice guidelines.
Our aim is to:
Maintain close links with key organisations in order to have full involvement in the development of industry and regulatory standards for staging and related equipment
Provide products compliant to all applicable live event, production, legislation
Make certification available to suit customer needs
SAFETY
Safety is at the heart of the Staging Services Limited industrial policy. Safety is a real priority not only for Staging Services Limited teams but also at our subcontractors and customer sites. With this key focus area in mind Staging Services commit to operate within all regulatory and legislative guidelines.
Our aim is to:
Strive for zero accidents
Comply with all industry best practice guidelines
Comply with Air Liquide Group Industrial Management System processes and procedures
Ensure our staff are fully trained and qualified to complete their roles
Produce regular safety bulletins to remind all staff of our commitment to safe working practice
Ensure safety documentation relating to our products and services is readily available for our staff and customers
Continuously develop best working practice for all our operations
Produce and deliver our products and services in the safest way possible