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Planet Mobility
Customer Service Policy

The Planet Mobility customer service strives to offer every customer a excellent customer service experience, which includes a quality and welcoming intereaction and a collection that is varied and current. Successful customer service connects customers to what they need, but also leaves them satisfied and happy and eager to return again.

The Planet Mobility staff provides friendly, efficient and accurate service to all customers at all times. We reinforce this by holding our staff completely responsible in the event this service is not ultimately met.

The Customer Service Policy of the Planet Mobility is the foundation for all staff interactions with the general public. All other principles outlined below:

Planet Mobility does not discriminate and offers the same quality of service to all regardless of age, race, sex, nationality, educational background, physical limitations or any other criteria.

Customers are to be treated politely, promptly, and with helpful attention.

Judgment calls are to be made in the customer's favor. If a mistake is made, it should always be to the customers advantage.

We trust our customers unless the individual history of a customer has shown us they are not trustworthy.

If a staff member is unable to comply with a request the customer will be offered an alternative.
 

Don't say "I don't know." Try not to let anyone of our customers without following through on every possible avenue for answering the request.

Staff members are familiar with the products and services and are able to articulate them and to explain the information related to them.


FRIENDLY, HELPFUL MANNER

The manner in which a person looks, speaks, and acts conveys an attitude, just as the tone of voice and choice of words affect a message.

It is imperative that every staff/customer interaction be a positive one for the customer. A friendly, helpful manner usually ensures a positive experience even when the message conveyed is not a pleasant one and will ensure that the customer will walk away feeling that their experience with the company has been a positive one.

Each staff member, while at work, is a representative of Planet Mobility. The impression made on the customer profoundly affects the companies image and on-going support.

CONFIDENTIALITY


All interactions and transactions between a customer and Planet Mobility will be considered confidential and will be discussed only in a professional context. (Such matters include, but are not limited to, registration information, materials selection, loan transaction records, reference questions, etc.). Staff should remember that discussion are always confidential.

STAFF PROCEDURES AND INSTRUCTIONS

1. Be punctual. Service commences at the advertised hour we open and full service is available until the hour the company closes. Phones should be answered and workstations manned when the opens punctually at 10:30 Eastern and closes at 6:30 Eastern Standard Time.

2. Answer the phone in a pleasant manner, using a greeting, identifying the company and yourself and offering help. "Good morning" and "May I help you?" goes a long way.

4 Greet the customer. If you know their name use it when greeting the customer. Acknowledge a customer's presence by giving them our full attention at all times. If you are busy with another customer, acknowledge the customer who is waiting and explain that you will help the new customer as soon as you can.

5. Conduct transactions in a helpful, pleasant tone of voice. Keep any impatience, annoyance or implication of ignorance from your voice.

6. Use plain language when speaking to customers.

7. When there is an incident of unacceptable customer behavior document it by filling out an Incident Report form.

8. When a customer complains, refer the customer to the manager. When appropriate suggest that they put their complaint in writing.

9. If there will be a lapse of time before you can obtain information for a customer, tell the customer you will call them. Don't tell the customer to call you.



Planet Mobility Customer Services. Board Approved 07/01/2010



 

 

 

 

 

 
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