TVET Product Services' Customer Service Charter

Treating Customers Professionally and with Respect

• We will make the customer and meeting their needs our number one priority.
• We will be positive and helpful.
• We will focus on what can be done, not on why it is too difficult to do something.
• Where we cannot help customers directly, we will refer them, where possible, to other services or organisations.
• We will minimise the demands we place on our customers.

Providing accurate, unbiased and easy-to-access information about our product services

• Our priority is ensuring customers have all the information they need on which to choose the product that best suits their needs.
• We will ensure that our web-catalogue contains the latest information about our products and that it is easy to navigate.
• We will provide the best information about available products we can when customers ring our service centre.
• We will not push one product over another - we will provide customers will full choice of available products.

Communicating with our customers

• All communication with our customers will be clear, concise and courteous.
• We are genuinely interested in the needs of our customers and want to build a rapport with our clients.
• We will greet and acknowledge our customers courteously and politely.
• We will promptly deal with customer enquiries.

Acting on customer feedback

• We value feedback on our product services and use that feedback to do things better.
• Customers' complaints will be handled sensitively and courteously.