TIME TO TRAVEL

CUSTOMER SERVICE POLICY

TIME TO TRAVEL
CUSTOMER SERVICE POLICY
Policy Number:
Approved By:
Revised By:

1.1
CPK

Date Issued:
Last Revision:

30/08/15

PHILOSOPHY STATEMENT
Time to Travels service philosophy is to provide the highest quality
Customer Service at all times.
POLICY OBJECTIVES
1. To ensure that when dealing with customers all staff responds
in a courteous, consistent, timely and fair manner and satisfy
all reasonable requests from customers.
2. To ensure Time to Travel company resources are used
efficiently when dealing with customers.
OVERVIEW
The aim of the policy is to establish a standard approach to
managing contact with customers.
SERVICE UNDERTAKINGS
1. Courtesy is paramount:
All customers should be treated in a courteous manner at all times.
There is no excuse for being rude to a customer, even an irate one.
2. Be professional in the presence of customers:
All employee breaks and personal business should be conducted out
of view of customers, and mobile phone calls or other personal
communication should be limited to lunch or breaks.
3. Always go the extra mile for a customer:
A conscious effort should be made to assist a customer with their
needs and requests, and/or in resolving a problem. If there is a
policy, it should be stated politely. There is no room in customer
service for attitude.
4. Dress appropriately:
Employees dealing with customers are expected to present
themselves in a professional manner and dress accordingly.
5. Develop rapport with customers:

TIME TO TRAVEL
CUSTOMER SERVICE POLICY

Staff should greet customers on arrival and make them feel

comfortable. A simple hello, good afternoon, or thank you can go a
long way.
6. High standards of customer service for all:
Customers will receive the same high standard of service regardless
of age, race, ethnicity, religion, gender, physical limitations, or any
other criteria.
7. Respect customer privacy:
Customers will have their privacy and confidentiality respected by
staff at all times.