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CUSTOMER SERVICE POLICY

PURPOSE

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The Customer Service Policy is designed to ensure that all customers receive prompt, professional, and courteous service.

SCOPE

This policy applies to all customer service interactions, including but not limited to phone calls, emails, live chat sessions, and in-person meetings.

Definitions

  • Customer – anyone who contacts our company for any reason

  • Customer service representative – any employee who interacts with customers

  • Manager – any employee who supervises customer service representatives

  • The Company – this organization

  • Customer service training manual – a guidebook for teaching customer service representatives about the policy of the company

STANDARDS

All customer service representatives will adhere to the following standards when interacting with customers:

  • They will learn this policy as part of following the customer service training manual and be expected to abide by it at all times.

  • Customer service representatives are expected to be polite and professional when interacting with customers.

  • They should also strive to resolve any issue in a timely and effective manner.

  • Representatives should use clear, concise language and listen carefully to what the customer has to say.

  • Managers will be responsible for ensuring that customer service representatives are following this policy.

  • They will also be responsible for investigating any complaints about customer service representatives.

Policy

It is our goal to provide the best possible customer service to all of our clients. We want them to be satisfied with their experience at all times, which means providing a high level of consistent service.

We know that there will be times when things won’t go as planned, but we promise to do everything we can to resolve any customer issues in a timely and efficient manner. To do this, we have established the following policy for interacting with customers.

  • Phone calls will be answered in least possible time based on traffic of calls.

  • All emails will be answered within reasonable time to ensure proper reply with supportive documentation, if asked for.

  • Live chat sessions will be answered within 30 minutes.

    • Live call facility is limited to official hours only, beyond which you will get prompt message: "Please leave message and your contact number, we will contact you in next official hour cycle (IST), in case you are writing us from outside India, please leave your preferable time to chat and Time Zone".  Accordingly, customer care representative will contact you.

  • Customer service representatives will use a courteous and professional tone when interacting with customers.

  • They will also try to resolve any issue as quickly as possible.

  • If a customer service representative is unable to resolve an issue, they will escalate it to their manager.

Summary

​Thank you for reading this Customer Service Policy. We hope that as a customer, you will find our customer service representatives to be polite, professional, and helpful. As a customer service representative, you should do your utmost to meet the standards set out in this policy. Managers are responsible for ensuring that is the case, as well as handling issues that are escalated to them by customers or customer service representatives.

  • This policy is subject to change at any time.

  • Date of Last Revision: 27/07/2022

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