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CUSTOMER CODE FOR ALL THE MCDOUGALL GROUP
PERSONNEL
A pleasant demeanour and a courteous manner is
expected throughout the full visitation period.
Identification must be shown at commencement
of each visit.
Give the customer a brief explanation of anticipated
remedial action and keep them informed throughout
the visit.
If the customer is elderly, infirm or disabled
ensure that no matter what the problem, there
is at least one room which is warm and where they
can have privacy.
You must not smoke during your visit.
You must use dust sheets at all operational areas
and leave them clean and tidy when your visit
is complete.
If a return visit will be necessary inform the
customer accordingly and if possible advise them
when this will be made. If it is not possible
to advise them of a time, take their telephone
number and pass this together with an action note
to main office.
If a customer behaves aggressively, you must
not reflect their behavior but try to de-escalate
it and refer them to the main office.
If a customer is not satisfied with the actions
you have taken, give them the main office telephone
number 01324 471797, and ask them to contact our
Maintenance Manager, Mr Donaldson the next day.
You must never discriminate between different
types of people, i.e. male, female, couloured
persons or persons with a different cultural background
to yours. Remember each one of them is your customer
providing your livelihood.
You must at all times respect the customers dignity
and privacy.
Always be honest with the customer.
Use your best endeavours to leave the customer
satisfied.
Speech is important, use good clear speech and
make sure the customer fully understands you.
Lastly, treat the customer in a way your would
like to be treated. Take ownership of the situation
and ensure you have done everything possible to
remedy the problem in hand to the very best of
your ability.
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