Customer Service Charter

EXCEPTIONAL AND PROFESSIONAL SERVICE STANDARDS

ü    Our offices will be open 8:30 – 5.15pm Monday to Friday

ü    We will provide prompt, and efficient customer service and at all times remain professional

ü    We will provide you with accurate and consistent information

ü    We will be realistic about what we can do and in what time frames

PROVIDE TIMELY RESPONSES

ü    We will respond to Phone Calls Immediately and within 24 hours in case of further engagement

ü    We will attend to Quote requests within 24 hours

ü    We will respond to Website & Social media queries within 5 minutes

ü    We will attend to Walk in clients within 10 minutes.

ü    We will respond to Email queries within 24 hours

EXCELLENT INTERACTION WITH OUR CLIENTS

ü    We will see clients/visitors within 10 minutes of your arrival or tell you if it is going to take longer

ü    We will write to you in clear, concise language that is easily understood

ü    We will respond to all emails within 24hrs or inform you if it is going to take longer

ü    We will provide a 24-hour/7 days a week telephone service for health insurance

ü    We will answer telephones within three (3) rings.

ü    We will listen to you and discuss your requirements fully

COLLECT FEEDBACK FOR CONTINUOUS IMPROVEMENT

ü    We will regularly consult customers to find out how satisfied they are with the level of service we provide and how we can improve

ü    If you want to make a complaint about something we have done, or failed to do, please let us know straight away

ü    If we are doing something wrong, please tell us. This will give us a chance to put things right