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 Group will therefore maintain an accessible, transparent & user friendly customer complaints procedure for all our clients who are dissatisfied with the quality of service.
- Alpha Group 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
Alpha Group
