Le Service Client

Ensure Customer Satisfaction

Physical Access

Provide clean, accessible offices that comply with occupational & safety standards.

Information

  • Provide information that is clear, timely, complete, accurate at defined point of contact.
  • Continue the drive for easily understood forms, information leaflets & procedures.
  • Translate signs & forms into other languages as required.

Timeliness & Courtesy

  • Deliver quality services with courtesy, sensitivity & minimum delay.
  • Give contact names in all communication to ensure ease of all ongoing transactions.

Internal Customer

  • Develop appropriate facilities, support structures & communication channels to recognize, support & respond to internal queries
  • Ensure staff are recognised as internal customers & that they are afforded equivalent courtesy, facilities & level of service as external customers.

 

Ensure Customer Loyalty

  • Customer Care Complaints – System may not function as well as expected. Alpha Cleaning will therefore maintain an accessible, transparent & user friendly customer complaints procedure for all our clients who are dissatisfied with the quality of service.
  • Alpha Cleaning will endeavour to learn from its mistakes

 

Explore Group Opportunities

Better co-ordination

  • Implementation of CRM in order to foster a more coordinated and integrated approach.

 

Identify Service Gaps & Bring Corrective Measures

Consultation & evaluation

  • Promote meaningful customer involvement in the planning, implementation & evaluation of our services using customer panels, customer satisfaction surveys & other innovative approaches
  • Use regular feedback from our contract managers & customer service executives who are in the field and in direct contact with our client

 

Administration

Administration

We will endeavour to:

  • Acknowledge within 3 working days and issue a full reply within 15 working days. If not possible to achieve this we will write stating when we hope to be in position to reply.
  • Write as clearly as possible.
  • Only use technical terms where absolutely necessary.
  • Ensure that all letters carry a contact name, e-mail address, telephone number and a reference.
  • Respond in the language that query was made.
  • Use simple and clear language in forms and leaflets.
  • Make forms and leaflets available in electronic format and facilitate on-line application.
  •  Make a decision as quickly as possible on receipt of a valid application.
  • Deal with all applications consistently and in accordance with the relevant rules & regulations.
  • Give reasons for our decisions.
  • Provide training to new recruits

 

Telephone

We will endeavour to:

  • Answer quickly and courteously.
  • Provide the information required in a helpful manner
  • Try to deal with the enquiry without passing the call to another extension.
  • Take the enquiry, e-mail address and telephone number and write back or call back if the enquiry cannot be answered quickly
  • Indicate when our customer can expect to hear from us and arrange to call at a time, which is convenient to them
  • Give contact names in all telephone communications to ensure ease of ongoing transactions

 

Reception

We will endeavour to:

  • Ensure that our frontline staff deal with the enquiries as quickly as possible.
  • Ensure that the waiting time is kept to a minimum
  • Maintain our reception clean and well aerated
  • Ensure that our client meeting room is cleaned and properly maintained.

 

Courtesy and Consideration

Whether your business is conducted in person, by e-mail, by telephone or by correspondence we acknowledge that you are at all times entitled to be served:

  • Promptly and in a courteous manner.
  • With due regards to privacy and confidentiality
  • Be friendly and helpful staff

 

Website

  • Our website is a major source of information concerning ALPHA GROUP and its services. It is a valuable information resource and contains our mission, values and policy documents. It is information at your fingertips 24/7.
  • In the event that you cannot locate what you are looking for there or wish to make a comment/ suggestion/ complaint about our operation, then we can be contacted through our Customer Care Section.
  • Also available on our website are contact details to whom you may address your queries.
  • If your enquiry is of a specialised nature, we will of course arrange for you to meet with the appropriate staff within 24 hours following request.
  • Our head office is open between 8.15 am to 5.00 p.m Monday to Saturday. An emergency number is available after hours and weekends.