CUSTOMER SERVICE CHARTER AND VALUES STATEMENT

1. INTRODUCTION

Swiftcost Consultants Limited (Swiftcost LLP), is a Limited Liability Company Registered in the Republic of Kenya.

We strive to give exceptional quality professionalism by understanding the needs of our clients, employers, internal team, stakeholders, and partners. Our principle of continuous customer satisfaction demands that we involve everyone’s feedback while developing customized solutions. The brief must be met.

2. APPROACH & PHILOSOPHY

The values that guide our approach to customer satisfaction within and outside our organization include but are not limited to the following:

• Anticipating the needs of our customers and planning accordingly
• Encouraging cordial internal relationships
• Respecting the individual and encouraging participation
• Greeting our customers promptly, cheerfully, and respectfully
• Providing follow-through promptly, responsibly, and efficiently
• Listening carefully
• Giving full consideration to the requests and concerns
• Proper Communication
• Responding with utmost honesty and courtesy
• Applying our in-depth knowledge and expertise to resolve customer needs
• Serving with pride, commitment, and with high ethical standards
• Integrity as a way of life

3. POLICY STATEMENT

It is Swiftcost Consultants Limited’s responsibility to provide sustainable quality services to the stakeholders, clients, developers, Project Managers, Architects, Engineers, Employers and the general public at large.

Customer feedback helps us measure whether our services are meeting stakeholders and the public’s needs and expectations. We require feedback to solve would be problems or make the good even better. We appreciate constructive criticism just as much as we respect praise. The best customer service needs feedback, which in return drives continuous improvement.

To this end, our objective with this policy is to form a platform where we continuously receive and respond to feedback in a uniform unbiased way. Timely responses that offer ultimate solutions lead to closing out issues and arising challenges with better efficiency.

We might not be able to solve all challenges, but with these guidelines and the policy, we guarantee to give a genuine attempt to solve all matters.

Any complaint or feedback that is channelled directly through a department would be expected to be solved at that level, but with the thorough application of this policy, its successors, and any other customer service training.

4. POLICY STATEMENT LIMITATIONS

For all intent and purpose, this policy statement will not be used with respect to:

• Claims for damages – Our professional Indemnity Cover will handle such cases
• Specific complaints about individuals’ character or performance

For personal cases, be it performance or misconduct; the code of ethics and department heads will handle as per organization guidelines.

5. COMPLAINTS MANAGEMENT PROCEDURE

“Real time” solutions are our most desired outcome. The nature of our business might not allow some solutions to be offered without referrals and follow-ups. We generally apply the standards and procedures to resolutions as listed below.

Acknowledgement

• All complaints, questions and requests for service should be acknowledged within one business day.
• This acknowledgement should note the person to whom the issue has been referred and when the customer can expect a response.
• If the customer feedback is delivered by phone or in person, and the customer can wait, this acknowledgement should be given verbally during the call or visit.
• If the customer feedback is delivered by e-mail, the acknowledgement should be given by e-mail.
• If the customer feedback is delivered by postal mail the acknowledgement should be sent via telephone, postal mail or e-mail, whichever is appropriate.
• For written acknowledgements, templates with standard language should be used to minimize staff processing time.

Resolution

• A substantive response should be provided within seven business days.
• This response should include the Swiftcost’s analysis of the issue and the proposed resolution. Clear reasons should be given if it is not possible for the Organization to accommodate the customer’s request.
• If a resolution is not possible within seven business days, the customer should be notified and given the date by which they can expect a response.
• The resolution can be communicated to the customer verbally, by e-mail or by postal mail, depending on the communication method most appropriate to the situation.

Response Procedure

Calls / Visits to the Office

• When a customer calls or visits the Office with a complaint, question, or request for service, the issue should be resolved immediately, if possible, by the Office or by referral to the appropriate department.
• If immediate resolution is not possible, the Office will take down the necessary information and let the customer know when and from whom he or she can expect a response.
• The department receiving the referral is responsible for resolving the issue per the above standards. E-mails or Postal Letters to the Office
• When customers send e-mail (or postal mail) to the Office with complaints, questions, and requests for service, the Office will send an acknowledgment e-mail (or postcard) within one business day.
• Of course, if the Office is able to answer the question or resolve the issue right away without referral, it will do so and let the customer know. In such instances, a separate acknowledgement email (or postcard) is not necessary.
• Also within the first business day, the Office will forward the item to the appropriate department for response, noting the expected resolution date.
• The department receiving the referral is responsible for resolving the issue per the above standards.

Additional Comments

Since customers do not always know to whom to direct their concerns, any staff member at a public counter or answering the phone is called upon to be a customer service agent. When transferring a caller, staff should always take the caller’s number so that they can call back if need be.