Ozhouse Clean Customer service and communication policy and procedure POLICY Ozhouse Clean is committed to: politeness – the use of good manners in all interactions responsiveness – meet agreed timeframes and follow up on all queries professionalism – being objective and knowledgeable and demonstrating integrity

Ozhouse Clean Customer service and communication policy and procedure

POLICY

Ozhouse Clean is committed to:

• politeness – the use of good manners in all interactions
• responsiveness – meet agreed timeframes and follow up on all queries
• professionalism – being objective and knowledgeable and demonstrating integrity
• understanding – customers and their business
• confidentiality – respecting the confidentiality of customer information
• transparency – processes are clear, consistent, easy to access and documented.

General Principles

Staff will:

• demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group
• listen to what customers have to say and determine the exact nature of the request
• respond to customer enquiries promptly and efficiently in a timely manner
• act with integrity and honesty when dealing with customers
• if unavailable or away from the office, return email messages promptly upon returning
• If away from the office for two or more days an “out of office” message is to be left on outlook and the telephone
• provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language
• be sensitive to any language or other communication difficulties experienced by customers when providing advice and other information
• present a positive image of Ozhouse Clean to the public.

Managing Telephone Enquiries

The following procedure should be followed for telephone enquiries.

• Answer the phone in a timely manner – all telephone calls should be answered on or before the third ring.
• Greet the client with “Good morning/afternoon, this is NAME”.
• Be warm and friendly.
• Speak slowly and clearly.
• Be careful with language –slang or jargon is not to be used.
• Be positive and helpful – if you don’t know the answer say that you will find out the answer and get back to the customer via telephone or email with the answer.
• Give clear advice to the caller about when the caller can expect a response when calls cannot be fully responded to immediately. This should be within 1 business day.
• Deal with customers calmly, courteously and patiently, even when the callers are angry, aggressive or distressed. Remain polite and seek help if necessary.
• Answer unattended telephones in the absence of colleagues whenever practical.
• Respond to telephone messages within one business day whenever practical.
• Change voicemail message(s) when absent from the office for any period of time, for example, external all day meeting, state/territory based public holiday or leave.

Managing Written Enquiries

All written communication will be clear and concise and adopt a formal tone.

Ozhouse Clean endeavours to acknowledge receipt of written correspondence:

• email within one working day
• mail within three working days.

Where Ozhouse Clean is writing to a customer in response to an enquiry or other matter, all written correspondence must be finalised in the timelines shown above.

The email checklist must be reviewed and used to develop all email correspondence.

Promotional materials

All promotional materials must be written clearly and simply and appeal to customers. Promotional materials can include media releases advertisements or web site content or social media content.

Services offered by Ozhouse Clean should be described in full and all price details included. Customers should be encouraged to contact us for all of their enquiries. Our 1800 333 333 number should always be included on all promotional materials.

Dealing with difficult customers

Ozhouse Clean staff are expected to treat customers with courtesy and respect at all times and to make every reasonable effort to address the customer’s needs even when the customer is rude or difficult.

Staff must try and put themselves in the customer’s shoes and be empathetic.

Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the right issue.

Use calm, objective wording e.g. as I understand you are quite rightly upset because your cleaner did not arrive in the time we specified.

Apologise to the customer and present a solution. For example, you could offer a discount on a future service.

All feedback should be recorded.

Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in the company’s complaints handling policy.

Confidentiality and privacy

Ozhouse Clean is committed to the protection of customer personal information. All dealings with customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice, and will underpin all matters related to personal information at Ozhouse Clean. Ozhouse Clean also has a Privacy Policy in accordance with that Act.

Privacy Complaints

Individuals, who feel that Ozhouse Clean may have breached their Privacy or Ozhouse Clean’s Privacy Policy, are to contact Ozhouse Clean in writing either by email, fax or letter addressed to: The General Manager.

Complaints and Feedback

Ozhouse Clean welcomes complaints from customers. If a customer wishes to make a complaint, they may contact us via email or via phone and discuss their complaint. Where the complaint cannot be resolved at this first point of contact, the complaint will be referred to the management team. The customer will be contacted with three working days to advise the customer of the outcome of their complaint.

Ozhouse Clean also welcomes feedback from all of its customers and sends a link to an on-line survey for all customers to complete.

Appendix A:

Email checklist

Subject field of email is clear and concise – no capitals

Relevant recipients identified

Email includes greeting and name and position

Email body concise and to the point

Email checked for spelling and tone before sending. Tone should be warm.

The Ozhouse Difference and Customer Service Guarantee should be explained.

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