Customer Care Policy

Principals and Standards

Phoenix Cleaning is a professional company committed to setting and maintaining high standards of customer care.

Customer Care Principles

The following principles underpin Phoenix Cleaning Customer Care Standards:

Be attentive and courteous
Be honest and fair in dealing with customers
Respond quickly to requests for assistance
Provide service that are fair and accessible to all
Record and monitor compliments and complains
Ensure complains are dealt with openly and fairly
Actively seek the views of customers and staff
Share good practice

Customer Service Standards

Courtesy

Employess are educated in the service standards of the Company; will exhibit customer friendly service skills; and be knowledgeable, professional and courteous in meeting the needs of our customers.

Confidentiality

All information gathered or held regarding the personal or business affairs of our customers will be held in strict confidence, for the sole use of the Phoenix Cleaning meeting its stated objectives. No information will be released to partner organisations, or any third party in a format that will allow identification except with the express consent of the provider or as may be required by law.

Communication

All correspondence will be responded to in a clear, concise and timely manner. Our aim is that all correspondence, from date of receipt, will receive a response within 2-3 working days;more complicated issues will receive an acknowledgement within the response time, and continuos updates on the progress of the case until a resolution can be achieved.

Consistency

As part of its commitment to upholding professional standards, Phoenix Cleaning has implement and constantly reviews to ensure that its application of all services are consistent.

Handling Complains

Phoenix Cleaning seeks fair, just and prompt solutions when possible to any complains. All such issues should be directed to myself Fraser Geddes in the first instance, where they will be acknowledged and directed to the attention of the appropriate person.

Access to information

Phoenix Cleaning complies fully with the provisions of Data Protection Act 1998.Any personal or confidential information held by Phoenix Cleaning about a colleague, subcontractor or client is fully accessible to that person or body for review.

Consultation and Feedback

Consultation is a important part of meeting our objectives. Phoenix Cleaning encourages feedback and conducts regular surveys of the needs and perceptions of its customers, using the feedback to enhance its service.