Customer Care Policy
Definitions: the ‘Company’ ‘we’, ‘us’ or ‘our’ is Debbie Kelsey Illustration l Design l Photography; the ‘Client’ means the party, or any person acting on their behalf with whom the Company contracts.
The document sets out the standard of care for Debbie Kelsey Illustration l Design l Photography and how it is maintained. It lets our customers know:
- that we care about our work and our customers’ opinion
- what they can expect from us and what to do if they are not satisfied
Defining the standards
Our standards are defined by our customers so that we deliver the best care for them.
We will:
- regularly ask customers their opinion on our service
- use these opinions to shape the service we provide
- be honest about the services we can and cannot provide
Staff commitment
Our staff are essential in delivering our services and ensuring our customers are satisfied.
We will:
- ensure our staff are sufficiently trained and competent to deliver our services
- ensure our staff treat our customers with respect, courtesy and understanding
How we communicate
Efficient correspondence with customers is essential in keeping them satisfied.
We will:
- listen carefully to the customer
- be polite, honest and accurate with the information we provide
- respond to all enquiries promptly and with courtesy
- conduct correspondence professionally and confidentially
- ensure the customer understands all the information provided
- inform customers of any changes or delays in good time
- keep customers informed of any subsequent stages in the process
How we deliver the standard
We will:
- provide clearly written quotations for works, including terms which may apply
- upon the quotation being accepted, confirm delivery date of the work or follow-up communication
- provide a clear and uncomplicated, written invoice following completion of the work
Measuring the standards
We want to ensure that our standard of customer care is optimal.
We will:
- seek regular feedback on customer satisfaction
- use feedback to influence changes in customer care
If you are dissatisfied with the conduct or behaviour of a member of our team or our service, then please contact: Debbie Kelsey on info@debsillustration.co.uk