Get Licensed Ltd is committed to ensuring that customer service excellence is integral to the planning, resourcing and delivery of all its qualifications. These standards will ensure that all sections of our diverse multi-cultural community, including those with special needs, are not excluded from any area of service delivery. The purpose of this policy is to ensure that whenever customers have contact with Get Licensed they will receive consistently excellent standards of customer service.
Economic - Dealing with dissatisfied customers is expensive.
Conditions of work - Staff job satisfaction is considerably enhanced when Customer Service Standards are high.
Business stability Keeping customers is generally easier than getting new ones
Get Licensed Ltd is committed to continually raising standards of Customer Service. The quality of Customer Care and response to issues raised by customers are the key elements of delivering Best Value in a service industry:
Get Licensed WILL ENSURE THAT
Get Licensed Customer Care Policy Strategy is implemented providing a cost effective, high quality, user-friendly, efficient service. Customers have the opportunity to engage in the development process through the web site discussion forums and contact with Get Licensed personnel, especially their Account Manager. Customers understand the complaints procedure and can use it freely as desired. It provides measures of customer satisfaction levels through sampling and other meansIn particular:
We aim to make the web site available for use 24 hours a day seven days a week 52 weeks per year.
The main point of contact for a Centre is the customer services team. The preferred method in the first instance is E-mail. Contact 0845 838 7074 and press option 1.
E-mail addresses take the form firstname@get-licensed.co.uk
The fee structure can be found on the website
We aim to respond to 100% of all customer enquiries within 24 hours and 60% within 1 hour of receiving them by E-mail.
We aim to respond to 100% of enquiries by standard mail or fax within 10 working days.
All issues raised by the customer will be acknowledged and responded to within the correspondence.
We aim to always have an employee of Get Licensed answer the telephone providing immediate direct contact.
Get Licensed telephones will not be left unattended during core hours 9am-5pm
Get Licensed answer phones/voice mails will only be used to ensure that telephone calls do not go unanswered
Recorded messages from Get Licensed answer phones will be audible, accurate, appropriate and provide an alternative contact number or details.
Answer phone/voicemail will give the caller an option to leave a message whenever practicable
We aim to reply to requests about reasonable adjustments within the time scales stated and to give a decision within 24 hours unless additional information is required.
We aim to reduce bureaucracy associated with administration to an absolute minimum and invite Centres and assessors to make suggestions to improve our procedures.
We provide training and a practical guide for staff in how to deal with customers.
All The Get Licensed staff are expected to be able to deal directly with customers to the required standards.
They will be customer focused, courteous, competent, and committed to resolving enquiries as quickly as possible providing any further information that might be useful even if not directly related to the initial enquiry.
All Get Licensed staff must be aware of the complaints procedure and understand in broad terms its operations
All Get Licensed staff will aim to resolve all concerns raised by the customer immediately and informally before the matter becomes the subject of a formal complaint
ALL Get Licensed staff will inform the customer that if the informal resolution is not to their satisfaction, the customer may make a formal complaint and explain how to do this and what to expect.
Customers will have an acknowledgement to their complaint within 5 days and a full written reply within 15 days
ALL Get Licensed staff will aim to resolve complaints at at the first stage of the Complaints Procedure
The CEO must analyse complaints about the service and demonstrate that when complaints identify service failures, remedial action is taken so that such problems do not recur.
Our policy is to support UK customers in English as we have native speakers of these languages and translations of the web site and key documents in both languages. We will provide additional language support for the web site and documents as resources allow and there is demonstrated demand.
The remedies for substantiated complaints in relation to the service provided will be as follows:
the nature of the complaint, the date received by Get Licensed, the date responded to by Get Licensed, the outcome, the remedy and any action required to prevent recurrence
Get Licensed will ensure that all records, papers, correspondence, notes of telephone conversations and face to face meetings regarding individual complaints, are readily available and easily accessible Get Licensed will perform an annual formal audit of the procedures and performance associated with customer care and produce a report with recommendations for improvements based on the evidence acquired.
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